Incident & Problem Manager

About the role

You will lead incident and problem management for business‑critical software solutions in a highly regulated financial services environment. The position focuses on coordinating major incidents, driving continuous improvement, and ensuring service stability.

Key responsibilities

• Drive and continuously improve incident and problem management processes.
• Coordinate major incidents and lead service restoration activities.
• Assess business impact and mobilise technical and supplier resources.
• Communicate incident status and impact to customers, technical teams and management.
• Facilitate post‑incident reviews, root‑cause analyses and corrective actions.
• Monitor service performance, support SLA/KPI governance and prepare management reporting.

Required profile

• Degree in information technology, business informatics or equivalent practical experience.
• Several years of experience in Incident Management, Problem Management or IT Service Management.
• Experience coordinating critical incidents across multiple technical teams.
• Strong stakeholder and supplier management skills.
• Fluency in German and English.

Required skills

• ITIL (ITIL 4 certification is a strong plus).
• Proficiency with ITSM tools and reporting.
• SLA and KPI management.
• Application operations, monitoring, release and deployment processes.