Incident & Problem Manager (a)

ppSelect how often (in days) to receive an alert: /p pDo you thrive in critical situations where clear coordination and structured decision-making make the difference between disruption and recovery? Are you passionate about turning operational incidents into sustainable service improvements? Then this could be the right opportunity for you.In our Market Unit Financial Services, you will help operate and continuously improve business-critical software solutions in highly regulated environments. As part of a growing managed-services setup, you will drive incident and problem management practices, coordinate major incidents, and contribute to service stability through reporting, service reviews, and continuous improvement. Based on the swissICT Service Manager profile you will play a key role in ensuring operational excellence. /p pYou will be responsible for the following tasks: /p ul liDriving and continuously improving incident and problem management processes /li liCoordinating major incidents and leading service restoration activities /li liAssessing business impact and mobilizing the required technical and supplier resources /li liCommunicating incident status and business impact to customer, technical, and management stakeholders /li liFacilitating post-incident reviews and root-cause analyses /li liManaging the problem backlog and driving corrective actions /li liMonitoring service performance and supporting SLA and KPI governance /li liPreparing management reporting and facilitating service reviews /li liDriving continuous improvements in service stability and operational readiness /li /ul h3bWhat we're looking for /b /h3 ul liDegree in information technology, business informatics, or equivalent practical experience /li liSeveral years of experience in Incident Management, Problem Management, IT Service Management, or application operations /li liExperience coordinating critical incidents across multiple technical teams /li liKnowledge of ITIL incident and problem management practices /li liExperience facilitating root-cause analyses and continuous improvement initiatives /li liExperience with ITSM tools, reporting, and service governance /li liExperience with SLA and KPI management /li liUnderstanding of application operations, monitoring, release, and deployment processes /li liStrong stakeholder and supplier management skills /li liITIL 4 certification is a strong plus /li liFluency in German and English /li liPrevious experience in managed services, on-call or standby operations is a plus /li /ul h3bSharp minds, good vibes /b /h3 pWe are the sharp-minded IT experts who tackle the trickiest software and security challenges. With more than 700 employees in our locations in Zurich (HQ), Bern, Lausanne, Winterthur, Bassersdorf, Budapest, Lisbon, Singapore, and Ho Chi Minh City, we make the digital business of our clients work. /p pAs a great team, we empower each other to share, grow and succeed. The unique Adnovum spirit across locations stands for helping each other at any time, having an open door and contributing to an appreciating and trustful atmosphere. We always enjoy having a laugh, a coffee or a drink together! /p pApart from our unique «one Adnovum» spirit, we offer a solution-oriented engineering culture with flat hierarchies, which gives you the opportunity to contribute with your opinions and ideas. We embrace flexible working, like the possibility to work part-time and a hybrid work model. Your continuous education and development are key to us. Therefore, we actively encourage and support individual training opportunities. /p pWe firmly believe that diversity drives innovation and creates a vibrant and engaging workplace. We therefore encourage applications from people of all genders, all backgrounds, and all life journeys – a sentiment we express with an (a) for «all» in our job postings. At Adnovum, everyone is welcome. /p /p #J-18808-Ljbffr