Senior Incident & Problem Manager (100%)

About the role

Julius Baer is looking for a Senior Incident & Problem Manager (100%, f/m/d) in Zurich. The role leads Major Incidents and Problems to ensure service stability, rapid service restoration and a continuous reduction of recurring incidents. It acts as a key interface between technical teams, service owners, senior management and business stakeholders, and drives operational resilience through incident response, root cause analysis and tracked corrective actions.

Key responsibilities

• Lead and coordinate Major Incident response across technology and business teams, run incident bridges and ensure accurate impact assessment and escalation
• Produce executive-level incident summaries and post-incident reports
• Drive Problem Management, including root cause analysis and identification of permanent fixes
• Lead post-incident reviews, document lessons learned and establish governance to track corrective and preventive actions
• Identify trends and recurring issues and challenge teams to fix underlying causes rather than workarounds
• Act as Subject Matter Expert for ServiceNow Incident and Problem Management modules, keeping processes, data quality and workflows compliant
• Build and maintain dashboards, KPIs and reporting on service performance and operational risk, and advise leadership on incident trends
• Communicate with technical teams, senior management and business stakeholders, translating complex issues into clear business language

Required profile

• 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
• Solid understanding of ITIL best practices and service management processes
• Experience with root cause analysis, lessons learned programs and executive reporting, dashboards and KPI frameworks
• Willingness to provide on-call duty in rotation within the global team
• German speaking and writing skills are a plus

Required skills

• Strong hands-on experience with ServiceNow Incident and Problem Management modules
• Technical foundation across infrastructure, cloud, networks, applications and end-user services
• Familiarity with monitoring, observability and operational support practices
• Exceptional communication, facilitation and stakeholder management skills