Incident & Problem Manager (a)

Adnovum; Zürich; On-site; CHF 110,000 - 150,000; Full time

Job summary

Adnovum in Zurich is seeking an experienced Incident and Problem Manager to operate and improve critical software solutions within our Financial Services market unit. You will drive incident and problem management, coordinate major incidents, and ensure service stability in a highly regulated environment.

The role focuses on coordinating across technical teams and suppliers, communicating impact to stakeholders, and supporting service governance, reporting, and continuous improvement.

Qualifications

• Degree in information technology, business informatics, or equivalent practical experience.
• Several years of experience in Incident Management, Problem Management, ITSM, or application operations.
• Experience coordinating critical incidents across multiple technical teams.
• Knowledge of ITIL incident and problem management practices.
• Experience facilitating root-cause analyses and continuous improvement initiatives.
• Experience with ITSM tools, reporting, and service governance.
• Experience with SLA and KPI management.
• Understanding of application operations, monitoring, release, and deployment processes.
• Strong stakeholder and supplier management skills.
• ITIL 4 certification is a strong plus.
• Fluency in German and English.
• Previous experience in managed services, on-call or standby operations is a plus.

Responsibilities

• Driving and continuously improving incident and problem management processes
• Coordinating major incidents and leading service restoration activities
• Assessing business impact and mobilizing the required technical and supplier resources
• Communicating incident status and business impact to customer, technical, and management stakeholders
• Facilitating post-incident reviews and root-cause analyses
• Managing the problem backlog and driving corrective actions
• Monitoring service performance and supporting SLA and KPI governance
• Preparing management reporting and facilitating service reviews
• Driving continuous improvements in service stability and operational readiness

Skills

Incident Management

Problem Management

IT Service Management

ITIL 4

Stakeholder Management

Supplier Management

German

English

On-call / Standby

Education

Degree in information technology or business informatics

Job description

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Do 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.

You will be responsible for the following tasks:

• Driving and continuously improving incident and problem management processes
• Coordinating major incidents and leading service restoration activities
• Assessing business impact and mobilizing the required technical and supplier resources
• Communicating incident status and business impact to customer, technical, and management stakeholders
• Facilitating post-incident reviews and root-cause analyses
• Managing the problem backlog and driving corrective actions
• Monitoring service performance and supporting SLA and KPI governance
• Preparing management reporting and facilitating service reviews
• Driving continuous improvements in service stability and operational readiness

What we're looking for

• Degree in information technology, business informatics, or equivalent practical experience
• Several years of experience in Incident Management, Problem Management, IT Service Management, or application operations
• Experience coordinating critical incidents across multiple technical teams
• Knowledge of ITIL incident and problem management practices
• Experience facilitating root-cause analyses and continuous improvement initiatives
• Experience with ITSM tools, reporting, and service governance
• Experience with SLA and KPI management
• Understanding of application operations, monitoring, release, and deployment processes
• Strong stakeholder and supplier management skills
• ITIL 4 certification is a strong plus
• Fluency in German and English
• Previous experience in managed services, on-call or standby operations is a plus

Sharp minds, good vibes

We 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.

As 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!

Apart 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.

We 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.