Senior Consultant, Major incident/incident Manager

 

 

Major Incident/Incident Manager

Do you stay cool under pressure, and communicate and lead with clarity when things go off track? In this role, you will be the one steering the communication, coordinating incident resolution efforts and be key in safeguarding the stability of critical software used by both private and public sector organisations – i.e. making a real impact when it counts.

The job - Clear and effective communication in high-pressure situations
As a Major Incident / Incident Manager, you will be part of a dedicated team responsible for facilitating incident resolution efforts both within and across teams. You will work closely with our Service Desk as well as second and third-level support to ensure smooth and structured incident handling.

Clear and effective communication is essential, both with customers and internal stakeholders. You will be responsible for delivering timely and accurate updates throughout the incident lifecycle, ensuring all stakeholders and everyone involved is informed and aligned.
You will play a key role in prioritising and facilitating incident resolution activities based on urgency and always keep a cool head while maintaining a structured approach.

Here is a taste of what you will be doing:
•    Enforcing and driving the incident management practice
•    Managing major incidents end-to-end
•    Contributing to problem, change, deployment and knowledge management
•    Identifying and executing continual service improvements
•    Defining, developing and delivering IT processes to support the business at group level
•    Incident management and support.

As soon as you are ready, you will join a 24/7 on-call rotation with your teammates, typically working two weekends in a six-week rotation, where you will play a key role in responding to critical incidents and keeping vital systems running smoothly outside regular working hours.

Joining the team - Join our Customer Operations Support
You will join a dedicated team of Major Incident / Incident Managers within the Customer Operations Support department. Together, team members manage second and third-level support, handle incidents – primarily for public sector customers – and lead the major incident management process across our mission-critical software solutions. Our products support critical infrastructure in healthcare, defence, and public administration, serving customers across Denmark and beyond. You will collaborate closely with developers, domain experts, other support teams and leaders from across the organisation. 

Our team is part of the Healthcare Customer Operations organisation, which includes 50+ skilled colleagues across Systematic.

Your qualifications - Cool-headed communication with major incident experience
While 3–5 years of experience in a similar role is preferred, we value relevant expertise and operational competence above formal experience alone. Ideally, you’ve worked within the IT industry and bring solid experience from working in an ITIL-based environment. 
You hold a relevant degree within IT, communication or a related field. You also have hands-on experience at managing major incidents, and a proven ability to facilitate calls and coordinate effectively across diverse stakeholder groups.

Your ability to prioritise problems based on urgency, and to maintain an overview and communicate is critical to succeed in this role. We expect you to be able to remain calm under pressure, structured in your approach and highly communicative. 

Furthermore, we are also looking for:
•    experience with ITSM systems
•    excellent communication skills
•    an ability to navigate a dynamic environment with changing operational priorities
•    fluency in Danish and English
•    a collaborative mindset – you enjoy learning and development, and believe in delivering quality. 

Please note that you must be able to present a clean criminal record and have lived in a NATO and/or an EU country for the past seven years as we work with security-classified projects. Read more here.

Welcome to Systematic Aarhus
At our Aarhus office, you can look forward to joining our Employees Club, which offers nearly 100 events a year of both social and professional character. Here, you can take advantage of a range of on-site perks from physiotherapist-led massages and an in-house hairdresser to sports clubs, game tables and even our own padel court. Our canteen is a standout feature, serving a daily selection of delicious and healthy dishes. Beyond the office, you will also enjoy benef