This opportunity is based in Geneva and Lausanne

Incident Manager H/F


ELCA Cloud Services is a subsidiary of ELCA group focused on cloud technology and managed services projects. ECS is growing more than 30% per year. For our locations Lausanne or Geneva, we are looking for an Incident Manager.

We offer a great opportunity in a fast-growing company in a trendy market!

In this role


In this role you will report to the Head of Platform Operations. You will:

  • Be the main point of escalation for ECS customers and make sure problems will be fixed according to company SLA’s severity
  • 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 communication and reporting is sent on a regular basis to all stakeholders in case of major incidents. Provide incident and RCA reports to customers
  • Oversee post-incident review with infrastructure and 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


  • 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
  • Customer satisfaction oriented. Ready to do the “extra-step” for customer satisfaction
  • 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, in communication with demanding customers and writing incident reports
  • 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 banking or other demanding industries is a big plus
  • Strong problem solving, analytical, and time management skills.
  • Fluency in French and English is mandatory, German is a plus

If you are INTERESTED in applying for this position, please send us your complete application (CV, cover letter, letter of reference, diplomas and certificates).

By continuing to browse this site, you accept the use of cookies or similar technologies whose purpose is to produce statistics on visits to our site (tests and measurement of visitor numbers, visit frequency, page views and performance) and to offer you content and promotions which will be of interest to you.

Our cookie policy has been updated. Please feel free to manage your preferences.


Manage your cookie preferences

Update your cookie preferences

Find out about the type of cookies stored on your device, accept or block them for the entire site, all services or on a service-by-service basis.

OK, accept all

Disable all

Visitor flow

These cookies provide us with insight into traffic sources and allow us to better understand our visitors anonymously.

(Google Analytics and CrazyEgg)


Sharing tool

Social media cookies allow content sharing on your preferred networks.



Visitor understanding

These cookies are used to track visitors across websites.

The intention is to enable us to offer more relevant, targeted content to existing contacts (ClickDimensions) and display ads that are relevant and engaging for users (Facebook Pixels).


For more information about these cookies and our cookie policy, click here