Major Incident Manager

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We are looking for a Major Incident Manager to join our IT Command Centre team. This position is offered as an office-based in Tampere Business Hub, Finland.

Greetings from your future manager

Working in the IT Command Centre offers exposure to diverse application services, infrastructure environments, and global IT processes. Your key skills will include facilitation, dispute resolution and communications as dealing with varied incidents. Collaboration with a wide range of people and organizations is central to the role. It’s a challenging yet rewarding opportunity to work across many parts of UPM businesses. Gavin George Stewart, Director, Service Operations

What you will do

In the IT Command Centre we ensure that the operations of the IT services to UPM Businesses and Functions are delivered according to the defined service levels. This is achieved through handling of highest priority IT incident cases, as to avoid or minimize any impact. Root cause analyses are then carried out to avoid any reoccurrence of critical cases through the implementation of corrective and preventative actions.

The Major Incident Management role also owns/facilitates the UPM IT crisis management process and ensures compliance of all appropriate cases within the European Union NIS2 directive .

Your main tasks are

• Restore normal services quickly and minimize adverse impact on operations

• Monitor IT events to ensure smooth operations and escalate exceptions

• Maintain the highest possible service quality levels

• Manage major incidents and coordinate 24/7 reaction capabilities

• Handle emergency response and ticketing; decide if on-site or service center actions are needed

• Collaborate with outsourcing partners for holistic monitoring and issue resolution

• Drive root cause analysis, reporting, and corrective actions for events/incidents

• Communicate with stakeholders and support cybersecurity and compliance reporting

Who you are

• You have good knowledge of IT infrastructure, applications, and IT solutions

• You have proven experience in incident, problem, and event management

• You are familiar with ITIL/ITSM - ITIL certification is considered as an asset

• You have strong communication, presentation, facilitation, and reporting skills

• You are proactive, accountable and solution-oriented

• You have cybersecurity awareness

• You are able to work under pressure and meet tight deadlines

• You have a positive mindset and focus on continuous improvement

This is what we offer to you

• A meaningful job: We have an inspiring purpose “We renew the everyday for a future beyond fossils”. Our work is impactful and transformative.

• A caring community: Our community is built on great team spirit and shared commitment. We care about each other and the well-being of our colleagues. We support the work-life balance of all our employees.

• Development opportunities: We offer you great opportunities to learn and grow throughout your career. We are an international, multi-business organization offering plenty of avenues for personal growth.

• Responsible employer: Sustainability is at the core of everything we do. We are committed to ambitious, science-based sustainability targets in all areas, from climate change mitigation to enhancing biodiversity. We foster diversity and inclusivity, offering a work environment in which everyone can be themselves.

Learn about our Rewarding and our Ways of working

Additional Information

For further information about the role , please contact Gavin George Stewart, Director, Service Operations at gavin.stewart@upm.com or tel. +358407499080.

Please apply and attach your CV and cover letter by January 4, 2026. Please note that we accept only applications submitted through our online application system. We begin reviewing applications as they are received, and you may be contacted before the application deadline.

For support with submitting your application, please contact the HR Service Center at careers@upm.com or tel. +358204146600.

A security background check may be performed for those selected to UPM positions, in accordance with the company recruitment guidelines and the Security Clearance Act 726/2014.

UPM is a non-smoking workplace in Finland.

UPM IT is a high-performing, innovative and value-driven community strengthened by IT professionals from suppliers. IT ensures business continuity and improves productivity by maintaining business-critical IT services.

We create value for UPM in joint business and IT digitalization efforts applying new technologies and partner ecosystems. We enable UPM transformation by developing capabilities for the changing business environment.

The success of IT is rooted in the know-how of digitalisation and emerging technologies, and competences such as enterprise architecture design, project and change management, compliance and cybersecurity.

UPM – we renew the everyday

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