Incident & Problem Manager

As an Incident & Problem Manager, you are responsible for the end-to-end management of incidents and for structurally addressing underlying problems to continuously improve the stability of IT services. You combine rapid operational coordination during disruptions with in-depth analysis and medium-term process improvement.

Incident Management Operational management

• You manage the entire incident lifecycle: registration, prioritization, follow-up, and closure.
• You ensure the correct application of ITIL processes regarding incident management.
• You monitor SLAs and escalate timely to involved teams and management.
• You act as a single point of contact for high-impact incidents (P1/P2).

Major Incident Management

• You activate and lead the Major Incident Team during serious disruptions.
• You coordinate experts, vendors, and involved teams until recovery is achieved.
• You ensure timely and clear communication to management and end users.
• You document major incidents and initiate structural improvements.

Communication & reporting

• You inform stakeholders transparently about status, impact, and expected time to resolution.
• You provide weekly and monthly incident reports.

Problem Management Analysis of problems

• You identify structural problems based on incident trends, monitoring, and input from IT teams.
• You perform root cause analyses (e.g., fishbone, 5 Why’s, or fault tree analysis).
• You document problems, underlying causes, and possible solutions.

Prevention & continuous improvement

• You set up corrective and preventive actions (CAPA).
• You follow up on the implementation of solutions with agile teams and vendors.
• You ensure that lessons learned are included in the team backlogs.
• You facilitate Post-Incident Reviews and Problem Review Meetings.
• You work together with experts to configure the Observability platform Dynatrace so that incidents and problems can be handled more efficiently.

Alignment with Change and Release Management

• You work together with the Change Manager to implement structural solutions via changes.
• You advise the Release Manager on risks arising from identified problems.

Profile

You possess a master's degree or equivalent expertise. You can demonstrate at least 5 years of experience in IT Operations, Service Desk, application management, or a similar role.

You possess in-depth knowledge and/or experience with ITIL. You have sharp insight into IT infrastructure, application architecture, integrations, and monitoring. You are familiar with working with ticketing tools such as ServiceNow or Jira Service Management. Additionally, you possess thorough knowledge of root cause analysis techniques.

You are able to define and implement processes tailored to organizational maturity and have a basic knowledge of SAFe or other agile frameworks.

Experience with a similar technical environment and technologies such as C#, WPF, Blazor, SOAP/REST, Netscaler, Azure DevOps, Dynatrace, Azure Cloud, Oracle, and SQL Server is an asset.

You possess strong analytical skills and demonstrate broad, overarching thinking. You deal with stakeholders diplomatically and decisively, are stress-resistant during urgent incidents, and maintain a result-oriented and process-driven approach.

You communicate excellently, coordinate smoothly, and initiate improvements that you sustain...