Incident & Problem Manager (a)

The role of Incident & Problem Manager (a) at Adnovum involves ensuring the smooth operation and continuous improvement of business-critical software solutions in highly regulated environments within the Market Unit Financial Services. The company specializes in tackling complex software and security challenges, with a strong presence in multiple locations including Zurich, Bern, Lausanne, Winterthur, Bassersdorf, Budapest, Lisbon, Singapore, and Ho Chi Minh City. The main day-to-day responsibilities include driving and improving incident and problem management processes, coordinating major incidents, and leading service restoration activities. This role also involves assessing business impact, mobilizing technical and supplier resources, and communicating incident status to various stakeholders. Additionally, the manager will facilitate post-incident reviews, manage the problem backlog, and drive corrective actions. Monitoring service performance, supporting SLA and KPI governance, and preparing management reports are also key tasks. To excel in this role, candidates must have a degree in information technology, business informatics, or equivalent practical experience. Several years of experience in Incident Management, Problem Management, IT Service Management, or application operations are required. Knowledge of ITIL incident and problem management practices, experience with ITSM tools, and understanding of application operations, monitoring, release, and deployment processes are essential. Strong stakeholder and supplier management skills are also crucial. Nice-to-have skills include previous experience in managed services, on-call or standby operations, and ITIL 4 certification. The role is based in a dynamic and collaborative environment with a strong emphasis on teamwork and continuous improvement. Adnovum offers a solution-oriented engineering culture, flexible working arrangements, and a commitment to diversity and inclusion. What the role asks for: - Degree in information technology, business informatics, or equivalent practical experience - Several years of experience in Incident Management, Problem Management, IT Service Management, or application operations - Knowledge of ITIL incident and problem management practices - Experience with ITSM tools, reporting, and service governance - Experience with SLA and KPI management - Understanding of application operations, monitoring, release, and deployment processes - Strong stakeholder and supplier management skills - Fluency in German and English - ITIL 4 certification (nice to have) - Previous experience in managed services, on-call or standby operations (nice to have)