Incident Manager

vor 1 Woche

Lausanne, Schweiz ELCA Vollzeit

**In this role**:
As L3 Incident Manager, you will report to the head of quality and get experience within a stimulating product development environment.

You will work with international colleagues to ensure quick and efficient reaction in case of incident on our product delivered to our 200+ customers/partners and millions of users worldwide.

You will:

- Take ownership of the activities around L3 incident and problem resolution: from issue clarification to fix or workaround delivery
- Lead the analysis of the new urgent issues with L1 & L2 support teams to make sure accurate information are transferred to the L3 teams responsible for fixing the issue
- Organize and manage urgent patches delivery with development and CI teams if necessary
- Monitor critical incidents SLA and lead task forces in case of major breach
- Ensure accurate reporting is sent on a regular basis to all stakeholders in case of major incidents.
- Oversee post-incident review with development teams to find the root cause of the incidents and lead continuous improvement activities
- Participate in the ongoing review of the open major incident and problems
- Negotiate with L1 & L2 support teams when a solution can’t be provided within expected deadlines
- Identify and coordinate implementation of improvement actions to solve problems
- Measure and report incidents & problems quality metrics to the Management
- Perform regular reviews of active, historical incidents and root cause analysis to identify trends and opportunities for improvements across the IT functions

**What we offer**:

- Get the opportunity to expand your knowledge and experience by working on a broad range of exciting projects, products, customers and technologies
- A dynamic work and collaborative environment with a highly motivated multi-cultural and international sites team
- Attractive prospects for career path & Personal development through training and coaching
- The chance to make a difference in peoples’ life by building innovative solutions
- Various internal coding events (Hackathon, Brownbags), see our technical blog
- Monthly After-Works organized per locations
- Good work-life balance (2 days per week from home)
- Attractive pension fund with 3 types of employees’ contributions
- Premium and worldwide coverage with Zurich insurance fully supported by the company
- 1/2 SBB fare abonnement
- Mobile and internet discount program

**About your profile**:

- Master’s degree in computer science or related field
- 5+ years of experience as Incident/Problem Manager in a complex and demanding IT environment
- Experience in managing incident resolution involving different teams from several locations, with tight deadlines and potentially high pressure
- Strong knowledge of IT service management processes, including ITIL.
- Experience in conducting root cause analysis
- Knowledge of continuous integration concepts. Experience with Jenkins would be a plus
- Very good interpersonal skills, able to work with various cross functional teams to deliver quick and high-quality solutions
- Action-oriented with the ability to balance urgency with sound judgement
- Being comfortable with high-pressure situations and urgency
- Previous experience in Telecom, banking or other demanding industries is a big plus
- Comfortable with flexible schedules: you may have to work until 6-7pm in some cases (~2x/month)
- Strong problem solving, analytical, and time management skills.
- Fluency in English is mandatory, French is a plus

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