Incident Manager with a strong technical profile

Incident Manager with a strong technical profile

About the Job

As an Incident Manager you will play a key role in the daily IT operation in Aarhus Municipality. You will be part of the team that steps in when a technical issue requires extra expertise, when an incident spans across systems and vendors, or when a critical operational disruption requires someone to take control and create an overview.

The role is a combination of coordination, Incident Management and hands-on technical troubleshooting. In daily operations you will function as one of our strong technical escalation points for Service and Support. You help colleagues with complex faults and cases at 2nd and 3rd level and actively contribute when there is a need for extra effort in our queues and backlog.

At the same time you must be able to lift your eyes from the individual technical case. When an incident affects several systems, areas of expertise or users, you must be able to create an overview, gather the right competences and ensure clear ownership and progress toward a solution.

Aarhus Municipality has a large and complex IT portfolio with many systems, vendors, system owners and partners. You do not need to know all our solutions in advance. Instead you must have a broad technical understanding, be curious and quickly be able to get into new problems.

When there are critical operational disruptions (Major Incidents) you join a task force where you help coordinate both the technical effort and the communication, so relevant stakeholders and management are kept updated.

You will become part of Service and Support, which consists of 46 employees distributed between a Frontoffice and a Backoffice. Incident Managers are organizationally placed in the Backoffice, where there are 15 colleagues, while the other employees in Service and Support are attached to the Frontoffice.

Each team has its own team leader, who reports to the Delivery and Service Manager in Shared IT and Digitalisation.

Your primary tasks

Incident Management: Assess and prioritize incidents, ensure ownership and progress and involve the right specialists, system owners and vendors.

Technical troubleshooting and escalation: Work hands-on with complex incidents and requests at 2nd and 3rd level and serve as a technical sparring partner and escalation point for colleagues in Service and Support and other 3rd level specialists in Shared IT and Digitalisation

Coordination of Major Incidents: Ensure structure, direction and progress during larger operational disruptions and coordinate ongoing communication via, among other things, Service Portal and SMS

Problem Management and follow-up: Identify patterns and connections between incidents and help bring relevant issues together into problem records. You contribute to ensuring the right expertise is involved so recurring faults are investigated and addressed.

Quality and optimization: Contribute to maintaining and developing our processes and workflows so they work in practice. We work with ITIL as a framework and best practice, adapted to the reality and organization we are part of.

Knowledge sharing and training: Share your professional knowledge with colleagues, contribute to training and collaborate with the knowledge manager on documentation and guidelines, so experience and knowledge benefits the whole organization, and more cases can be solved as close to the user as possible.

As part of the role you join the other Incident Managers in our extended on-call scheme for critical operational disruptions

Your profile

We are looking for someone with a strong technical profile who thrives on both going into detail and maintaining an overall view. You have experience from IT operations, support or infrastructure and are used to tackling complex technical faults and support inquiries yourself.

You must be willing to be the person colleagues turn to when a case requires extra technical experience, sparring or a new perspective.

At the same time you must be able to lift yourself out of the concrete troubleshooting when an incident requires cross-disciplinary coordination across several areas, systems or vendors. You work analytically and structurally and maintain an overview, even when pace is high and many technical traces and stakeholders must be handled simultaneously.

You can quickly identify what is essential, ask the right questions and translate complex technical information into concrete actions and next steps.

When a critical incident occurs, you naturally take responsibility. You create calm and direction, ensure the right people are involved, and follow the case closely until the situation is under control.

You are also a strong partner, who shares knowledge and contributes actively to a professional and constructive working environment. You understand that good Incident Management is created through both technical expertise and close collaboration across teams, areas of expertise, system owners and vendors.

We expect that you have

• Relevant IT education, e.g. as IT support or data technician, or equivalent skills gained through practical experience.
• A solid and broad technical background from IT operations, infrastructure or 2nd/3rd level support.
• Experience with Incident Management, operations coordination or a similar role in a larger or complex IT organization.
• Knowledge of ITIL and understanding of Incident and Problem Management.
• Experience with ITSM tools, preferably ServiceNow, and working with SLAs and operational follow-up.
• Ability to communicate clearly with both technical colleagues and stakeholders without a technical background.
• The most important for us is not your exact degree, but that you have the technical experience, curiosity and judgment that enable you to both solve complex operational problems and create an overview when many parties must work together.

Why you should choose us

As Incident Manager you will become a central part of our Incident-, Problem- and Change Management team and a professionally strong environment close to daily IT operations.

You will get a versatile role where you can both use your technical experience directly in daily operations and help develop the way we work with Incident Management, processes and knowledge sharing.

Aarhus Municipality is a large organization with many different areas, systems, technologies and vendors. It means that two days are rarely the same, and you will continually encounter new technical problems and collaborate with many different disciplines.

You will have colleagues with different specializations around you and a role where your technical expertise, your overview and your ability to make things happen make a concrete difference for both colleagues and users.

Salary and terms of employment

Salary and terms of employment are set in accordance with the applicable collective agreement between the Danish Association of Local Government Employers and the bargaining organization. Employment from December 1, 2026

Private criminal record check will be obtained and employment is conditional on the check not showing that you are unfit/unworthy for the position. You can read more here about how we process your information here. The position is at all times conditional on a satisfactory private criminal record check.

Application

Positions in Aarhus Municipality are applied for electronically. Click on 'Apply for the job' to fill out and send your application. All fields marked with * must be filled. Only after you have received an email confirmation have we received your application.

A copy of your exam certificate must be attached.

Application deadline: 18/10-2026

We expect that the first interview will take place on 22/10. Possibly a second interview on 26/10.

Aarhus Municipality views diversity as a strength. We therefore encourage everyone to apply irrespective of age, gender, religion and nationality.

If you want to know more you are welcome to contact team leader Torben Lemtoft Olsen at [email protected]

About us

Shared IT and Digitalisation

In Aarhus Municipality's central IT and digitisation department, Shared IT and Digitalisation, we create future-proof IT solutions and stable operations for both employees and residents in the municipality. We are responsible for the shared IT infrastructure and set the overarching framework for digitisation initiatives in the six magistrate departments of the municipality.

• Shared IT and Digitalisation has around 150 employees
• We work with:
• Digitisation strategy, governance and cross-cutting coordination of digitisation efforts in Aarhus Municipality.
• Advocacy regarding common public and inter-municipal digitisation initiatives.
• Data protection, Information and Cyber security
• Systems and solutions that promote knowledge sharing and productivity
• Common data
• IT architecture and the common municipal framework infrastructure.
• Artificial intelligence, automation, both operations and development.
• Safe and stable operation of PCs, phones, servers, printers, networks etc.
• Support and service for IT users.
• Operations and development on the support platform.
• Ongoing development of IT infrastructure.
• Outsourcing and contract management of common IT operations.
• Portfolio management of cross-cutting IT projects
• Management of cross-cutting IT economics.

About Aarhus Municipality as a workplace

Aarhus Municipality is among Jutland's largest workplaces, where 28,000 professional and passionate colleagues work every day to turn visions into reality and create value for citizens and the community around us. We are a workplace that values professionalism and collaboration highly and we believe that our differences help make Aarhus a good city for everyone. Together we work for a sustainable and inclusive city where employees, citizens, businesses and nature can thrive and flourish. We have ambitions for the city - and for you. Come and join us!

As an employee of Aarhus Municipality you turn visions into reality and create development, community and well-being. Here there is respect for professionalism, room for diversity and opportunity for personal growth.

Application deadline

18-10-2026

Start date

01-12-2026

Weekly working hours

37

Job category

IT

Workplace

Bautavej 6, 8210 Aarhus V

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