Johan Samuelsson Email & Phone Number

Stockholm County, Sweden

Bambora is a payment company with 800 employees, founded in Sweden and later acquired by Worldline, a global company with more than 20,000 employees. • Part of Commercial acquiring tech domain, reporting to Head of Commercial Acquiring Technologies• Designed and implemented an incident management process E2E, including o defining an agreed upon definition on what constitutes an “incident”o domain specific severity matrix for incidents to determine course of actiono roles and responsibilities during an active incident o escalation and communication processo post-mortem/learnings after an incident has been resolved.• Coaches departments to independently resolve incidents according designed incident process, including training on process.• Leads briefings for ongoing incidents to provide support to teams and ensure incidents are resolved in a timely manner • Acts as an advisor to executives on severe incidents on topics of communication, reporting to authorities etc. Provides input to operations on ongoing incidents to assure best possible customer experience. • Harmonized Bambora IT Service processes (event management, problem management, change management, critical period, capacity and availability management) with Worldline structures• Serves as part of the Worldline Quality Office, defining relevant KPIs. Responsible for monthly reporting on agreed upon KPIs to Worldline, and responsible to monitor, analyze, visualize and present domain specific KPIs.

Stockholm, Sweden

Klarna is a Fintech company that provides online financial services such as payments for online merchants and direct payments along with BNPL (Buy Now Pay Later). Klarna has 3,500 employees. o Setting up incident management process for the operational business department.o Actively taking a central role with ongoing incidents, including post mortemso Contributing to changing the mindset concerning the necessity of incident management. This was done by implementing a common definition on what constitutes an incident and reinforcing the need for ownership over incidents. o Acting as an advisor to the organization (Tech/IT, Communication, Internal Risk functions and Legal) on Incident Management Process.o Responsible for internal incident communication as well as support with external communication for incident with high customer impact.o Independent Operational Incident Manager for ongoing incidents, coordinating responses and actively leading the incident process.

Stockholm, Sverige

Stockholm, Sverige

Stockholm, Sverige

Kungens Kurva

Stockholm, Sverige

Danderyd

Arlanda

Bygga & reparera kabinvagnar

Kurser, International Business, Trade, And Tax Law

Activities and Societies: Göteborgs Nation

Samhällskunskap Med Inriktning Ekonomi

Activities and Societies: Klassrepresentant i elevrådet och programrådet