Patrick Wilquin Lauritsen, Sr. Manager: At Norlys, we are continuing the transformation of our Telco Operations landscape. As our services grow in scale and complexity, we are strengthening Incident & Problem Management capability and looking for an experienced Incident & Problem Manager to help drive service stability and operational excellence.

Your new role |  1st Level Operations
You will join the 1st Level Operations team, working closely with NOC, Customer Operations, Engineering and 2nd Level teams. Together, we are building a setup based on one process, one tool, one team, with a strong focus on accountability, quality, and continuous improvement.

As Incident & Problem Manager, you will take ownership of governance, quality, and execution across the Incident and Problem lifecycle. When major incidents occur, you will lead the response, coordinate stakeholders, drive communication and escalations, and ensure lessons learned are translated into lasting improvements.

You will oversee operational governance by monitoring SLA compliance, ticket quality, backlog management, and recurring issues. Through effective Problem Management, you will identify trends, drive root cause analysis, and ensure corrective actions improve service stability and operational performance.

You will also help develop and maintain the processes, quality standards, and governance framework that support operations, ensuring ways of working remain aligned with ITIL principles and business needs.

Some words about you |  your experiences

You combine experience in Incident and/or Problem Management with a structured and proactive approach. You thrive in communicating confidently across teams and with stakeholders, and have a strong focus on quality, consistency, and continuous improvement. Experience from Telco or other complex IT operations environments, as well as major incident management, will be an advantage.

This role is subject to security clearance, and a background check will be carried out before any hire. 

What’s in it for you

At Norlys, you can expect a high degree of autonomy, ownership and influence. This is an opportunity to help shape how Incident & Problem Management is governed at scale and contribute directly to a high-performing Telco Operations organization.

We look forward to receiving your application

If you are motivated by creating stability in complex environments and driving meaningful operational improvements, we would love to hear from you. Should you have any questions, reach out to Patrick Wilquin Lauritsen, Sr. Manager at patlau@norlys.dk.