Service Analyst - Incident Manager

Category:  Information Technology & Telecom

Bangalore, Karnataka, IN


Incident Manager with Global IT APAC Operations


We are looking for a skilled & passionate Incident Manager to help drive the digital transformation of Novo Nordisk. You will be part of an agile core team for Novo Nordisk Global IT Operations to succeed with an ambitious agile transformation of our entire business process landscape. 

By joining Global IT, you will become part of a strong global community of more than 1200 skilled IT professionals, who are responsible for IT systems, services, and platforms in Novo Nordisk. We work in a truly global organisation based on agile principles, and continuously strive to improve our ways of working.


About the department


The position is based in Global IT Operations (GITO) - an area with 200+ employees distributed across more than 25 countries, managing our infrastructure operations and digital workplace services. 

The mission of Global IT Operations, Global IT GBS is to manage and provide infrastructure and technical operational services for IT systems and applications across Novo Nordisk. These services primarily involve, daily operations, support, system maintenance, system releases, projects and LoB activities. Global IT Operations is located in Bangalore, India. The department works in sync with the head quarter organization providing services across Novo Nordisk.


We are currently on a journey applying agile ways of working in our organisation, and our work will be delivered according to the SAFe framework with agile teams running iterations. The SCRUM masters are key in ensuring good dynamics in the agile team and guiding the teams to working in the SAFe agile framework.


The position


As a Incident Manager, you will manage, monitor, coordination and relay, track IT incidents, IT Security Incidents and IT service requests across the entire APAC organisation area with the goal of achieving SLA, KPIs and minimizing KPI violations. You will also manage any IT critically including but not limited to GxP, Security, Personal Data etc. with respect to incidents. Escalations and communications to APAC and LoB as required.


You are expected to communicate and manage activities to resolve incidents as quickly as possible. Initiate preventive actions to prevent incidents, continuous IT Incident Management, Processes Optimization, finally Handling and managing VIP+ (Sensitive EVP, SVP, CVP, Director etc.), coordinating, assignment and coordinating with IT Teams following the VIP+/VIP process.


You will further ensure processing of critical IT scenarios such as GXP, security, personal data, etc. with regards to incidents. Escalation and communication to IT management. Providing input and support to Major Incident Manager and coordinate, communicate in the APAC region to all IT parties and initiated communication to LoB when needed.


You will Organize and lead team meetings to improve incident management in the APAC region. Providing advice/consult and support other regions such as APAC, LATAM, etc. Preparation of regular and ad hoc reports from existing database systems to support the APAC IT SLA/BSC objectives. Ensuring that incident management procedures are followed by all in the GITO APAC Teams including external IT service delivery groups and parties. (For example: NNIT, C3I etc.). Monthly base review with IT Teams and the Service Desk of customer surveys, identification of trends and tracking of agreed measures to optimization and improvements in incident management.




University completed degree in computer science, Information Systems, or other related field, or equivalent professional work experience


  • At least experience in IT 3- 5 years.
  • The ideal candidate has a proven track record with strong experience in incident management, service delivery and preferably in line with the ITIL 4 FOUNDATION (2011) Certification Service Management or equivalent.
  • Extensive experience in incident management service including problem coordination within the IT supporter organization and third parties.
  • Global service desk experience with incident management responsibility.
  • For criticality Incidents, experience in lead, communication and coordinate within IT teams and other parties, involving Stakeholders (LoB) and GITO APAC IT Operations Management.
  • High degree of independence and focus on client/customers view
  • High level of teamwork, communication skills and social competence.
  • He/she can deal with relationships and has a strong ability to collaborate and communicate.
  • He/she is fluent in English (oral and written), and as a person he/she is structured, business oriented, a natural team player.
  • Strong collaboration skills required for supporting the development of the IM processes in APAC




For further information, please contact Bharath R @ bhrz@novonordisk.com



30 Dec'2021.

We commit to an inclusive recruitment process and equality of opportunity for all our job applicants. 


At Novo Nordisk we recognize that it is no longer good enough to aspire to be the best company in the world. We need to aspire to be the best company for the world and we know that this is only possible with talented employees with diverse perspectives, backgrounds and cultures. We are therefore committed to creating an inclusive culture that celebrates the diversity of our employees, the patients we serve and communities we operate in. Together, we’re life changing.