This opportunity is based in Lausanne

Incident Manager


SecuTix is a Swiss company delivering a portfolio a SaaS solutions for the event industry. We are on a mission to help cultural, entertainment and sports organizations engage with their fans through our ticketing sales tools and mobile ticketing solution.

We are serving more than 200 customer sites with a customer centric attitude and startup mindset. SecuTix is headquartered in Lausanne, Switzerland. We have development centers in Ho Chi Minh City, Vietnam and in Granada, Spain, and have sales offices located in Paris, London, Madrid, Munich and Miami.

Our flagship S-360 ticketing solution is used by several of the greatest sports tournaments, leading museums, sport clubs, live entertainment venues, festivals, and cities all over Europe and now also in the Americas. SecuTix is now transforming ticketing distribution with TIXnGO, a fully mobile platform delivering secured mobile tickets, leveraging blockchain technology, with the mission of cleaning the black market and providing new revenue streams to organizers.

We provide a collaborative and stimulating company culture, fast career path, high autonomy and responsibilities, learning on the job with excellent peer support, friendly international working environment with frequent interactions with colleagues around the world.

SecuTix is a company of the ELCA Group, based in Lausanne, Switzerland.

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In this role

As an Incident Manager, you will report to the head of quality and get experience within a stimulating product development environment. You will work with international colleagues to ensure quick and efficient reaction in case of incident on our product delivered to our 200+ customers/partners and millions of users worldwide.


You will:

  • Coordinate the activities around incident and problem resolution: from issue clarification to fix or workaround delivery
  • Collaborate with L1 & L2 support teams to make sure accurate information are transferred to the L3 teams
  • Assist with the regular reporting of all major incidents
  • Oversee post-incident review with development teams to find the root cause of the incidents and lead continuous improvement activities
  • Participate in the ongoing review of the major incident and problems
  • Organize and manage urgent patches delivery with development and CI teams
  • 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

  • Get the opportunity to expand your knowledge and experience by working on a broad range of exciting projects, products, customers and technologies
  • 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 IT environment
  • Experience in coordinating incident resolution involving different teams from several locations
  • Experience in conducting root cause analysis
  • Knowledge of continuous integration concepts. Experience with Jenkins would be a plus
  • 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
  • Strong analytical skills
  • Fluency in English is mandatory, French 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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