Incident & Problem Manager: Service Reliability Lead

Adnovum; Zürich; Hybrid; 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

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.