Senior Incident & Problem Manager 100% (f/m/d)

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

At Julius Baer, we celebrate and value the individual qualities you bring, enabling you to be impactful, to be entrepreneurial, to be empowered, and to create value beyond wealth. Let’s shape the future of wealth management together.

The Senior Incident & Problem Manager is responsible for leading Major Incidents and Problems to ensure service stability, rapid service restoration, and continuous reduction of recurring incidents. The role drives operational resilience by facilitating effective incident response, identifying lessons learned, conducting root cause analysis, and ensuring corrective actions are implemented and tracked to completion. This position serves as a key interface between technical teams, service owners, senior management, and business stakeholders, ensuring clear communication throughout the incident lifecycle and driving continuous service improvement across a complex IT environment.

YOUR CHALLENGE

• Major Incident Management
  • 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
• Problem Management & Continuous Improvement
  • 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
  • Challenge teams constructively to address underlying causes rather than temporary workarounds
• ServiceNow Incident and Problem Management & Reporting
  • Act as Subject Matter Expert for ServiceNow Incident and Problem Management modules
  • Ensure accurate process execution, data quality, workflow adherence, and governance within ServiceNow
  • 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
• Stakeholder Management
  • 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

YOUR PROFILE

• Required Qualifications & Experience
  • 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
  • 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
• Technical Competencies
  • Strong technical foundation across enterprise IT environments, including infrastructure, cloud, networks, applications, and end-user services
  • Ability to quickly understand complex technical issues and facilitate resolution discussions with subject matter experts
  • Strong analytical and problem-solving skills with a data-driven approach
  • Familiarity with monitoring, observability, and operational support practices
• Soft Skills & Leadership Attributes
  • Exceptional communication and stakeholder management skills
  • Ability to communicate effectively at all organizational levels, from technical engineers to executive leadership
  • Strong facilitation and meeting leadership skills, particularly during high-pressure situations
  • Ability to influence without direct authority and drive accountability across multiple teams
  • Strong organisational skills with the ability to manage multiple priorities simultaneously
  • Resilient, calm under pressure, and capable of making sound decisions during critical incidents
  • Willingness to provide on-call duty in rotation within the global team
  • German speaking and writing skills are a plus

The international reference in wealth management Julius Baer is the leading Swiss wealth management group. We focus on servicing and advising sophisticated private clients from around the world, taking into account what truly matters to them - in their business and personal life, today and for future generations.

Headquartered in Zurich, we are present in around 60 locations worldwide, including Bangkok, Dubai, Dublin, Frankfurt, Geneva, Hong Kong, London, Luxembourg, Madrid, Mexico City, Milan, Monaco, Mumbai, Santiago de Chile, Shanghai, Singapore, Tel Aviv, and Tokyo.

Why join Julius Baer? At Julius Baer our employees enjoy the benefits of a global company with the support and collegiality of a much smaller one. We are growing quickly, but we remain dedicated to maintaining our accessible structure with flat hierarchies, and approachable and supportive leaders. With offices around the world, we offer an international and stimulating work environment and the opportunity to work with a diverse team of highly motivated colleagues, bringing the best of the bank to our clients. Our core values of Care, Passion, and Excellence define the tone of how we interact with each other and our partners. Committed to your success Whether nurturing young talent with our renowned apprentice scheme, enabling ambitious university graduates to put theory into practice with our Graduate Programme, or providing first-class opportunities for experienced professionals, we look after our employees. We believe in continuous learning as a company and as individuals, which is why we put a focus on the health and well‑being of our employees and offer flexible working options, a wide array of benefits, and extensive career development programmes.

For more information visit www.juliusbaer.com or contact us via the Contact Form.