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Customer Operations Helsinki, Finland

Major Incident Manager

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Major Incident Manager   

Join the RELEX Support organization to tackle complex issues, and to make a difference in a global level in our operations and way of working.  

You will be supported by a team of great colleagues who know the RELEX domain and are working around RELEX in different roles, providing various expertise and input to help you in maturing our Major Incident process to the next level.  

This will help you succeed in the role:

  • Self-starter and a proactive mindset 
  • Analytical mindset
  • Ability to manage complex problems with perseverance 
  • Experience in managing major incidents in large corporations 
  • Courageousness – having or showing the ability to meet complex situations and difficulties with firmness 
  • Ability to communicate and translate between IT Pros and management
  • Ability to influence key stakeholders

You will:

  • Be responsible for the design, documentation, implementation and management of the Major Incident Management and Problem Management processes  
  • Be a part of the weekly MIM (Major Incident Managers) crew rotation  
  • Perform regular reporting of all major incidents to management 
  • Complete, track and archive all Major Incident and post-incident reports
  • Follow up on lessons learned items

Preferred Knowledge & Abilities:  

  • 5+ years of extensive experience working on major incidents and problem management in a complex IT support environment
  • 2+ years of hands-on experience with leading resolution of major incidents in a complex IT environment
  • You are comfortable with taking charge of high-pressure situations, such as conference calls and customer meetings, at all levels of management
  • Technical mindset and interest in understanding the technical landscape of RELEX products and architectures in a high level
  • You are a self-motivated individual with the ability to work with minimal supervision. 
  • ITIL V3/V4 Foundation Certification is considered a plus

What we offer you in return:  

  • Interesting and challenging case work and development tasks 
  • Possibility to influence the way we do things and plan your own work 
  • Possibility to work remotely 
  • International working environment and learning opportunities in a rapidly growing software company with modern work culture 
  • Occupational healthcare provided by Heltti and an extensive IF Health Insurance 
  • Sports and culture benefit, a gym at the office and a lot of other sport activities, such as HIIT training 
  • Support for the families: a sick childcare service, a paid day off when your child starts the school for the first time, flexible work arrangements

Are you the one we’re looking for? Apply today and become a part of our RELEX family! 

You can apply by sending your cover letter and resume through the application form. Please note that we will fill this position as soon as we’ve found the right person, so we recommend that you act quickly.  

If you have any questions about the position, please contact the team lead Nikita Moldavanov by e-mail: nikita.moldavanov (at) 


Due to the severity of COVID-19, we’ve moved to a remote working mode. Restrictions being in place, we’re currently unable to schedule in-person interviews and onboarding is primarily completed remotely, depending on the country-specific recommendations. Our mission is to keep everyone safe while adapting to changing times. 


About RELEX 

RELEX Solutions is a leading provider of cutting-edge retail optimization software. We offer our customers radically improved demand forecasting and supply chain optimization, which then can be leveraged into exponential benefits — optimizing store space, allocation, workforce, pricing and promotion strategies, all within our unified platform. 

RELEX is trusted by leading brands including S-Group, AutoZone, Franprix, Morrisons, PetSmart, and Rossmann, and has offices across North America, Europe, and the Asia Pacific region.