Incident & Problem Manager (a)

What you're going to do

Are you passionate about maintaining control during critical service disruptions and turning operational issues into sustainable improvements? Do you enjoy coordinating technical teams, communicating with customers and management, and driving root-cause analyses through to completion? Are you comfortable taking ownership in a business-critical managed-service environment? Then this opportunity may be for you.

In our Market Unit Financial Services, we develop and operate tailored software solutions in demanding and highly regulated environments. For a growing managed-service setup, we are looking for an Incident & Problem Manager who will establish clear processes, coordinate critical incidents and drive measurable improvements in service stability.

The role is based on the swissICT ICT Service Manager profile, Role 94, with a specialization in incident and problem management. The swissICT Senior profile includes defining and implementing service-management processes, monitoring service levels, preparing management reports, conducting service reviews and initiating service improvements. You will be responsible for the following tasks:

•    Owning, establishing and continuously improving the incident- and problem-management processes
•    Coordinating major incidents from initial detection through service restoration, review and formal closure
•    Assessing business impact and urgency and mobilizing the required L2, L3, DevOps, development and supplier resources
•    Establishing clear responsibilities, escalation paths, technical workstreams and communication intervals during major incidents
•    Maintaining an accurate incident timeline covering impact, decisions, actions, dependencies and recovery progress
•    Providing clear and audience-appropriate communication to customer, technical and management stakeholders
•    Facilitating post-incident reviews and structured root-cause analyses
•    Identifying recurring incidents, systemic weaknesses and negative operational trends
•    Maintaining and prioritizing the problem backlog, known errors and documented workarounds
•    Defining corrective and preventive actions and tracking them through completion
•    Ensuring complete, consistent and auditable incident and problem records
•    Producing management reports and operational insights for service reviews and SLA/KPI governance
•    Coordinating interfaces with Monitoring, L1/L2/L3 Support, DevOps, Release Management and external providers
•    Driving measurable improvements in service stability, operational readiness and support processes

What we're looking for

•    Degree or professional education in information technology, business informatics or a related field, or equivalent practical experience
•    Several years of experience in Incident Management, Problem Management, IT Service Management or application operations
•    Practical experience coordinating critical or major incidents across multiple technical teams
•    Strong knowledge of ITIL incident- and problem-management practices
•    Experience facilitating root-cause analyses, post-incident reviews and lessons-learned sessions
•    Experience maintaining a problem backlog and tracking corrective and preventive actions
•    Ability to translate technical findings into clear business-impact and management communication
•    Experience with ITSM tools, operational reporting and process governance
•    Understanding of application operations, monitoring, release and deployment processes
•    Experience with SLA, KPI or OLA management and service-review preparation
•    Strong stakeholder, supplier and escalation-management skills
•    Calm and structured leadership in time-critical situations
•    Strong ownership, sound judgment and decisiveness under pressure
•    Excellent facilitation, analytical and communication skills
•    Fluency in German and English
•    ITIL 4 certification is a strong plus
•    Experience with OpenShift- or Kubernetes-based application environments is a plus
•    Experience in managed services, financial services or another regulated environment is a plus