Senior Incident & Problem Leader - Major Incidents

Julius Baer Group; Zürich; On-site; CHF 140,000 - 190,000; Full time

Job summary

Julius Baer Group is seeking a Senior Incident & Problem Manager to lead Major Incidents, drive root cause analysis, and improve service resilience across a complex IT environment. You will coordinate cross-functional teams, produce executive incident reports, and ensure timely restoration while minimizing recurrence.

The role requires strong ITIL knowledge, hands-on ServiceNow expertise, and the ability to communicate with senior leaders. On-site Zurich location with global collaboration.

Qualifications

• 7+ years of experience in Incident Management, Problem Management, IT Service Operations, or IT Service Management.
• Proven experience managing Major Incidents in complex enterprise environments.
• Excellent ability to communicate with senior management and stakeholders.

Responsibilities

• Lead Major Incident response activities across technology and business teams.
• Facilitate incident bridges and ensure effective stakeholder communication during high-impact incidents.
• Ensure accurate impact assessment, escalation management, and timely service restoration.
• Produce executive-level incident summaries and post-incident reports.
• Drive root cause analysis and post-incident reviews to prevent recurrence.
• Govern actions through to completion and track KPIs for service performance.

Tools

ServiceNow

Job description

Julius Baer Group is seeking a Senior Incident & Problem Manager to lead Major Incidents, drive root cause analysis, and improve service resilience across a complex IT environment. You will coordinate cross-functional teams, produce executive incident reports, and ensure timely restoration while minimizing recurrence.

The role requires strong ITIL knowledge, hands-on ServiceNow expertise, and the ability to communicate with senior leaders. On-site Zurich location with global collaboration.