Incident & Problem Manager (80 - 100%)

SIX; Zürich; On-site; CHF 120,000 - 150,000; Full time

Job summary

SIX is seeking a Business Incident Manager in Zurich to join our BBS Operations team. You will manage incidents from a business perspective, ensure clear client communication, and drive continuous improvement for reliable services to Swiss banks.

You will coordinate actions across operations, IT teams and external providers, maintaining documentation and timely status updates for stakeholders. Fluency in English and German is required.

Qualifications

• Experience with IT service management frameworks such as ITIL or similar.
• Understanding of service operations and business processes; payments or transaction processing experience is a plus.
• Ability to structure complex information and communicate clearly to different stakeholder groups.
• High level of ownership and accountability when handling critical situations.
• Language skills: English and German (spoken and written).

Responsibilities

• Assess incidents from a business and client impact view, complementing technical handling by control center teams.
• Ensure clear and timely communication, preparing incident updates and reports for clients and internal stakeholders.
• Coordinate follow-up actions and support transition to problem management, ensuring proper documentation and closure.
• Act as interface between operations, IT teams and external providers during incidents to align priorities and actions.
• Participate in 7×24 on-call duty, supporting business-critical incidents outside standard working hours.

Skills

ITIL knowledge

Incident management

Stakeholder communication

Ownership

Time management

Job description

Do you want to work in a highly dynamic environment? Are you motivated to ensure reliable services and trusted communication for Swiss banks during critical situations? We are looking for a Business Incident Manager to join our BBS Operations team in Zurich, responsible for managing incidents from a business perspective, ensuring clear communication, and supporting continuous improvement. Be part of a team that values reliability, collaboration, and ownership in delivering stable and customer-oriented services.

What You Will Do

Do you want to work in a highly dynamic environment? Are you motivated to ensure reliable services and trusted communication for Swiss banks during critical situations? We are looking for a Business Incident Manager to join our BBS Operations team in Zurich, responsible for managing incidents from a business perspective, ensuring clear communication, and supporting continuous improvement. Be part of a team that values reliability, collaboration, and ownership in delivering stable and customer-oriented services.

• assess incidents from a business and client impact view, complementing technical handling by control center teams
• ensure clear and timely communication, preparing incident updates and reports for clients and internal stakeholders
• coordinate follow-up actions and support transition to problem management, ensuring proper documentation and closure
• act as interface between operations, IT teams and external providers during incidents to align priorities and actions
• participate in 7×24 on-call duty, supporting business-critical incidents outside standard working hours

What You Bring

• experience with IT service management frameworks such as ITIL or similar structured incident processes
• strong understanding of service operations and business processes; additional experience in payments or transaction processing environments is a plus
• ability to structure complex information and communicate clearly to different stakeholder groups
• high level of ownership and accountability when handling critical situations and time-sensitive incidents
• needed Language Skills: English and German (spoken and written)