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Customer Incident Manager



Delivery, Project and Product Management

15 December 2020 - 30 January 2021

Cloud & Infra

Overall information  

A Customer Incident Manager is accountable for an Incident and Problem Management process being in place for a customer, understood and followed by all involved parties.  

A Customer Incident Manager follows and promotes standard TietoEvry´s Incident Management process and best practices. 

A Customer Incident Manager secure efficient and effective discussion with all stakeholders including a customer/customer. 


Main Responsibilities 

  • Proactive Customer Incident analysis and follow up with corrective actions 

  • Proactive Problem Management  

  • Ensuring healthy Incident Management process 

  • Ensuring healthy tickets´ lifecycle in the tool​, including keeping healthy backlog 

  • Acts on escalations raised by customer/internal teams regarding Customer Incidents and helps to drive fast resolutions

  • Ensuring Incident Management KPIs are met and corrective actions taken in case of failure (In relation to assigned customer/customers) 

  • Accountable for non-MI Root Cause analysis within problem ticket based on SLA. 

  • Responsible for delivery of Customer Major Incident Report after Major Incident towards 

  • Providing Customer monthly service overview regarding Incident and Problem Management Area for an assigned customer/customer (Keeping SLA resolution, backlog, Time to resolution and re-open rate overview)  

  • Secure effective communication towards customer/s, within Delivery Team/s and other stakeholders 


What we expect 

  •  Understanding of Incident and Problem Management practices 
  • Knowledge and understanding of ITIL practices 
  • Previous experience at an ITIL position and/or a Project Management  
  • Fluent in English language 
  • Strong customer communication skills 
  • Ability to coordinate and cooperate and being a Team player 
  • To be curious and willing to explore independently and drive improvements 
  • Wants to learn 
  • Self – managed 
  • Proactive approach 


About TietoEVRY

Welcome to an exciting journey. TietoEVRY creates digital advantage for businesses and societies. We are a leading digital services and software company with local presence and global capabilities. Nordic values and heritage are the foundation of TietoEVRY success. Let's build a brighter future. Together

Read more about us here.

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