Major Incident & Problem Manager
Hybrid · Dübendorf, Zurich, Switzerland or Baden, Aargau, Switzerland
Job Summary
Major Incident & Problem Manager responsible for end-to-end coordination and control of business-critical Major Incidents, proactive and client-focused communication during incidents, and the ongoing problem management improvements. Primary duties include coordinating all required teams and actions, acting as SME for Major Incident Management, documenting and tracking root cause analyses, developing and standardizing processes with cross-functional teams, monitoring KPIs and audits, and coaching teams to ensure adherence to processes and KPIs. Required competencies include ITIL/process knowledge, root-cause analysis, Kepner-Tregoe methodology, leadership of cross-functional teams, strong communication, resilience under pressure, and a collaborative, transparent approach.
Required Qualifications
- Experience in Major Incident Management and Problem Management
- Fundiertes Verständnis von ITIL-Prozessen und Service Management
- Root Cause Analyses und Continuous Improvement (Kepner-Tregoe)
- Erfahrung in Führung von Teams oder bereichsübergreifenden Teams
- Strukturierte, lösungsorientierte Arbeitsweise
- Starke Kommunikationsfähigkeit und souveränes Auftreten
- Hohe Belastbarkeit und Ruhe auch in Stresssituationen
- Durchsetzungsstärke, Koordinations- und Moderationsfähigkeiten
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