Senior Incident & Problem Manager 100% (f/m/d) (ServiceNow)

Location: Zurich, Switzerland

Company

Wealth management organisation focused on creating value beyond wealth and shaping the future of financial services.

What you will do

• Lead and coordinate major incident response across technology and business teams, including incident bridges, impact assessment, escalation, stakeholder communication, and timely service restoration.
• Produce executive-level incident summaries, post-incident reports, and regular updates for senior leadership.
• Drive problem management, root cause analysis, post-incident reviews, lessons learned, permanent fixes, and corrective and preventive actions through completion.
• Identify recurring issues and trends, challenging teams to address underlying causes and driving service stability and resilience improvements.
• Act as the subject matter expert for ServiceNow Incident and Problem Management, ensuring process execution, data quality, workflow adherence, and governance.
• Develop dashboards, KPIs, and management reporting, and translate complex technical issues into clear business language for different stakeholders.

Requirements

• 7+ years of experience in Incident Management, Problem Management, IT Service Operations, or IT Service Management.
• Proven experience managing major incidents in complex enterprise environments.
• Strong hands-on experience with ServiceNow Incident and Problem Management modules.
• Solid understanding of ITIL best practices and service management processes.
• Experience with root cause analysis, lessons learned programmes, service improvement initiatives, executive reporting, dashboards, and KPI frameworks.
• Strong technical foundation across enterprise infrastructure, cloud, networks, applications, and end-user services, with familiarity with monitoring, observability, and operational support practices.
• Strong analytical, problem-solving, communication, stakeholder management, facilitation, meeting leadership, organisational, and prioritisation skills.
• Ability to influence without direct authority, drive accountability across multiple teams, remain calm under pressure, and make sound decisions during critical incidents.
• Willingness to provide on-call duty in rotation within the global team.

Nice to have

• German speaking and writing skills.

Culture & Benefits

• Full-time position based in Zurich.
• Rotational on-call duty within a global team.
• Work involves collaboration across infrastructure, application, security, support, business, technical, and senior management teams.

Hiring process

• Submit a full job application through the online application tool.