Incident & Problem Manager (80 - 100%)

The Business Incident Manager role sits within the BBS Operations team in Zurich, supporting Swiss banks by keeping services reliable and communications trustworthy. The position is offered on a full‑time basis (80‑100 % workload) with the possibility to work from home up to 40 % of the time. On a daily basis the manager evaluates incidents from a business and client‑impact perspective, complementing the technical work of the control centre. They produce timely updates and reports for both customers and internal audiences, organise follow‑up actions and help move incidents into problem‑management with proper documentation and closure. Acting as the liaison between operations, IT groups and external providers, they align priorities and actions during incidents and take part in a 24 × 7 on‑call rotation for critical events that occur outside normal hours. The role requires solid experience with IT service‑management frameworks such as ITIL or comparable structured incident processes. Candidates must possess a strong grasp of service operations and business processes, be able to organise complex information and convey it clearly to varied stakeholder groups, and demonstrate a high degree of ownership and accountability when handling time‑sensitive situations. Fluency in both English and German, spoken and written, is essential. A background in payments or transaction‑processing environments is considered an advantage but not mandatory. The team values reliability, collaboration and a sense of ownership, and operates in a flexible work model that encourages a balanced, productive environment. Employees benefit from continuous learning opportunities, extensive personal‑development resources and agile working methods such as scrum or design thinking, all aimed at fostering growth and delivering customer‑oriented services. What the role asks for: - Experience with ITIL or similar incident frameworks - Strong understanding of service operations and business processes - Ability to structure complex information and communicate clearly - High ownership and accountability in critical situations - English language (spoken and written) - German language (spoken and written) - Experience in payments or transaction processing environments (nice‑to‑have)