Senior Incident & Problem Management Leader

Julius Baer; Zürich; On-site; CHF 120,000 - 180,000; Full time

Job summary

Julius Baer seeks an experienced Senior Incident & Problem Manager to lead Major Incidents and drive problem management across a complex IT landscape in Zurich. You will ensure rapid service restoration, root-cause analysis, and continuous service improvement while coordinating with technical teams, service owners, and senior stakeholders.

The role requires strong communication, ITIL know-how, and hands-on ServiceNow proficiency, with on-call responsibilities within a global team.

Qualifications

• 7+ years experience in Incident/Problem Management or IT Service Operations
• Proven experience managing Major Incidents in complex enterprise environments
• Strong hands-on experience with ServiceNow Incident and Problem Management modules
• Solid understanding of ITIL best practices and service management processes
• Experience driving root cause analysis, lessons learned programs, and service improvement initiatives
• Experience creating executive reporting, dashboards, and KPI frameworks

Responsibilities

• Lead and coordinate 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 Problem Management activities, including root cause analysis and identification of permanent fixes
• Lead post-incident reviews and ensure lessons learned are documented, communicated, and operationalised
• Establish governance to track corrective and preventive actions through to completion
• Identify trends and recurring issues and drive initiatives to improve service stability and resilience
• Act as Subject Matter Expert for ServiceNow Incident and Problem Management modules
• Develop and maintain management dashboards, KPIs, and reporting for service performance and operational risk
• Analyse incident and problem trends to provide actionable recommendations to leadership
• Communicate effectively with technical teams, senior management, and business stakeholders
• Translate complex technical issues into clear business language appropriate for different audiences
• Build strong relationships across infrastructure, application, security, support, and business teams
• Provide regular updates to senior leadership during major incidents and problem review meetings

Skills

Major Incident management

Problem management

ServiceNow knowledge

ITIL knowledge

Executive reporting

Stakeholder management

Analytical mindset

On-call ability

Tools

ServiceNow Incident & Problem Management

Job description

Julius Baer seeks an experienced Senior Incident & Problem Manager to lead Major Incidents and drive problem management across a complex IT landscape in Zurich. You will ensure rapid service restoration, root-cause analysis, and continuous service improvement while coordinating with technical teams, service owners, and senior stakeholders.

The role requires strong communication, ITIL know-how, and hands-on ServiceNow proficiency, with on-call responsibilities within a global team.