Senior Engineer (Incident Manager)
Stockholm, Sweden
Engineering /
Full-time /
Hybrid
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. Klarna was founded on a bold belief: that people are capable of achieving the extraordinary, even when faced with the seemingly impossible. Our journey has been one of continuous learning, facing immense challenges head-on, dedicating countless hours of hard work, and never wavering in our commitment or resilience - and now we are looking for individuals to join us on our journey and contribute to our mission.
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.
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. 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.
About Engineering at Klarna
Engineering at Klarna is an inspired, customer focused community, dedicated to crafting solutions that redefine our industry. Working in small, highly collaborative Agile teams, you and your team will have a clear mission and ownership of an important outcome that supports Klarna and our customers. At Klarna we optimise for quality, flow, fast feedback, focusing on end-to-end ownership, continuous improvement, testing, monitoring, and experimentation. We aim for teams that are inclusive, helpful, and have a strong sense of ownership for the things they build.
