Incident & Problem Manager

1 month ago

Kalundborg, Denmark Novo Nordisk AS - Sa Sb Full time

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Are you experienced in overseeing incoming IT incidents? Do you like to understand how to avoid issues to re-occur and know what good looks like when it comes to processes? Can you ensure high quality and high customer satisfaction in your daily work?

If you are nodding at this point, then read on


What’s in it for you?
We are on an exciting journey in Novo Nordisk, seeking for an Incident and Problem Manager to join our area in Product Supply, Injectable Finished Products (PS, IFP). We are expanding our facilities with high focus on automation and digitalization, and You are to play a vital role in securing production efficiency and speed for the next many years. Our department delivers top critical IT systems to our customers and therefore you will be part of an area with high focus from executive management and exciting challenges.

As our new colleague you will among many areas and tasks have responsibility for the following. Incident management of all incoming incidents including: Oversee the Service Desk queue and prioritize incidents when it is necessary Ensure that all tickets are duly assigned to the right support teams Manage aging incidents by escalating the resolver support group proactively seek solution for recurring incidents Escalation to relevant vendors or inhouse IT Service Delivery resources Align with Service Delivery Manager for escalations Ownership of the Major Incident process. Report to the C-Level with relevant information and recovery action plan We also expect you to own responsibility for the resolution of major incidents and drive them to successful solutions, follow-up with our stakeholders, ensure Service Level Agreements (SLAs) are realistic and report on these.


Candidate profile
To be successful in the role, we prefer you have: Educational background in Computer Science or other relevant field Technical understanding of IT/OT, IT Infrastructure, and emerging technology solutions Proven track record of Incident and Problem Management Pharma/regulatory industry or production/supply chain knowledge is a requirement Knowledge of Service Now and workflows in set tool

You are a strong communicator, who can keep a cool overview in pressured situations and manage the communication to the various departments and teams as well as to external suppliers.

Department overview

The unit consists of approximately 30 colleagues divided across 3 different teams who work together. We cover most aspects of quality, development, maintenance and operation of the site’s IT and Automation architecture, hardware, software, infrastructure, and documentation.


You will be joining the Portfolio, Compliance & Digitalization team, where we among other things, provide support to some of the newest production lines in Novo Nordisk A/S, which produces a variety of Novo Nordisk A/S products. Today the team currently consists of 8 highly skilled Project Managers/Scrum masters and IT Compliance experts. Our main responsibility is to apply a problem solving, and service mindset for our production lines and as well for all supporting systems. Ensuring continuous production from an IT/Automation perspective.

You will also deliver into the many projects, that are ongoing in the building, to enable sufficient IT/Automation capacity in the projects, but also to ensure a smooth handover, when going into production. Moreover, we play a vital role during process design, and redesign through collaboration with the factory’s product and process responsible. We believe in openness, collaboration, continuous learning, and digital curiosity. We share our challenges, take an interest in each other, and respect all perspectives/inputs being given.


Join the Novo Nordisk family
Novo Nordisk is a global healthcare company headquartered in Denmark. For almost 100 years, we have been driving change to defeat diabetes and other serious chronic diseases. As a result, our treatments today benefit millions of people living with diabetes, obesity, and rare blood and endocrine diseases. We are proud of that.


We are proud of our people too, and we employ more than 50,000 bright and diverse minds in 80 offices worldwide. With us, your bright mind and commitment help us change the lives of people worldwide. In exchange, we offer you a seat in a rewarding and purpose-driven culture where your professional and personal development is highly valued. That said, opportunities are many in Novo Nordisk.

Any questions?
For further information, please contact Dennis Torgersen, Associate Manager, at DNTG@novonordisk

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