Incident Manager



Stockholm, Sweden
Posted on Tuesday, March 1, 2022
On our path to becoming the world’s favorite way to shop, we’re assembling an unparalleled global talent network, accelerating individual careers, and disrupting entire industries. We are on a mission to liberate humanity from all the meaningless time spent managing their purchases and finances, so they can do more of what they love. We’re in search of global talent eager to embrace our atmosphere and defy their own expectations.
As an Incident Manager, you will be at the forefront of resolving complex incidents, ensuring timely resolution and minimizing downtime. Your exceptional problem-solving abilities and critical thinking skills will shine as you navigate high-pressure situations with composure and make effective decisions. With your excellent communication skills, you will collaborate seamlessly with diverse teams and stakeholders, ensuring clear and timely incident communication. Your strong analytical skills will be instrumental in driving continuous improvement through data analysis, identifying root causes, and implementing preventive measures. Bring your experience in incident response, where you have successfully coordinated efforts, assessed impacts, and identified solutions across international environments. Your familiarity with productivity and monitoring tools, coupled with your technical aptitude, will allow you to excel in optimizing incident management processes using cutting-edge automation solutions such as ChatGPT and AI technologies. Join us and be part of a collaborative and innovative environment where your expertise will be valued, and your contributions will shape the success of our incident management practices. Apply now and embark on an exciting journey with us!

What you’ll do:

  • Act as the primary point of contact for all incidents, ensuring timely and effective resolution. Lead the incident response process, coordinating cross-functional teams to mitigate the impact of incidents and minimize downtime.
  • Incident Escalation: Assess incidents based on severity and impact, ensuring appropriate escalation to higher management and executive teams as necessary. Collaborate with other teams to facilitate rapid incident resolution.
  • Incident Analysis: Facilitate post-incident analysis to identify root causes, contributing factors, and opportunities for improvement. Collaborate with relevant teams to implement preventive measures and drive continuous improvement in incident management processes.
  • Communication and Coordination: Facilitate clear and timely communication with stakeholders, both internal and external, during incidents. Provide regular updates on incident status, impact, and resolution progress to senior management, technical teams, and business stakeholders.
  • Incident Management: Develop and implement incident management procedures, ensuring they align with industry best practices and our company's objectives. Maintain and improve the incident management framework, including documentation, escalation protocols, and post-incident analysis.
  • Automation of Incident Response: Explore and implement cutting-edge automation solutions, such as ChatGPT and AI technologies, to optimize incident response processes. Research and evaluate emerging tools and techniques to improve incident resolution time and reduce manual effort. Work towards leveraging artificial intelligence and natural language processing capabilities to enhance incident triaging, response, and resolution.
How to apply: Please send us your CV or LinkedIn profile in English.
Location: We are looking for talent to join us in one of our office locations in the EU: Stockholm, Berlin, Milan or Madrid
Relocation: We currently do not offer Relocation support for this role.
What we offer:
Diversity & Community
With our diversity of skills, perspectives and backgrounds, we can create, innovate, and disrupt like no other. Diversity is part of who we are, and essential to our success.
Ownership & Impact
Here, every voice matters. We’re organized into hundreds of small teams, each run like a start-up, focused on their own problem-space.
Trust & Collaboration
Successes and failures are won together at Klarna in a melting pot of teams. Win, lose, and learn, we’re on this path together.
If you love what you do, you should love where you do it. We appreciate that everyone’s different and has their own preferences of where and how to work. We genuinely believe in the power of regular face-to-face interactions in building close connections with our teams, but we also strongly believe people can work effectively remotely. This means that combining both is the key to success.
At Klarna, You can choose between working from the office, hybrid within your employment country, or even outside of it for up to 20 working days per year. Flex it up! 
Challenges & Rewards
We take a very Swedish approach to benefits. Support for parents, health and wellness perks—we’ve got you covered.
About Klarna
Since 2005 Klarna has been on a mission to revolutionize the retail banking industry. With over 150 million global active users and 2 million transactions per day, Klarna is meeting the changing demands of consumers by saving them time and money while helping them be informed and in control. Over 450,000 global retail partners, including H&M, Saks, Sephora, Macys, IKEA, Expedia Group, and Nike have integrated Klarna's innovative technology to deliver a seamless shopping experience online and in-store. Klarna has over 6,000 employees and is active in 45 markets. For more information, visit Klarna.com
It is our commitment that every qualified person will be evaluated according to skills regardless of age, gender, identity, ethnicity, sexual orientation, disability status or religion. Please refrain from including your picture and age with the application.