This opportunity is based in Geneva and Lausanne

Incident Manager H/F

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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).

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