IT Incident & Problem Manager

Your team

The Technology & Operations division designs and integrates software applications ranging from portfolio management systems and trading platforms through to banking and corporate solutions. The division is responsible for some of the Group’s key innovations. It supports business operations and develops custodian and funds administration services.
You will be working for the Service Management team as an IT Incident & Problem manager. You will play a central role in maintaining IT production stability and contributing to the continuous improvement of IT services. Being a close partner for IT and business stakeholders, you will provide cross-functional support in the management of incidents and problems within the Group.
 

Your role

• Overseeing the management of the highest priority incidents; ensuring appropriate handling and supporting IT teams from identification to resolution.


• Acting as the primary point of contact in the major incidents resolution process; ensuring cross-functional coordination among technical teams (incl. task force conduct), managing end-to-end communication and liaison with the business lines and tech management.


• Managing the in-depth review of major incidents; supporting tech managers in root cause analyses, impact assessments and in defining improvement actions; ensuring their presentation at the IT incident committee with tech top management.


• Maintaining close relationship and regular interactions with stakeholders in the business lines; conducting IT production state review meetings and providing KPIs, thematic analyses as well as incident reports.


• Ensuring the coordination of problem management activities; supporting tech managers in defining relevant actions to prevent incident recurrence, ensuring a proactive follow-up until implementation and regularly reporting on progress.


• Promoting incident and problem management practices and supporting teams in their proper application.


• Conducting initiatives regarding process simplification and automation.

Your profile

• Bachelor or Master’s degree in Information Technology or equivalent


• At least 5 years’ experience in a banking environment


• Good technical knowledge, understanding of IT infrastructure and banking applications


• Good knowledge of IT service management processes (ITIL certification would be an advantage)


• General understanding of banking activities and operations


• Excellent communication and interpersonal skills, able to take coordination role in stressful situations and to convey complex information clearly to both technical and non-technical stakeholders


• Established problem solving skills with the ability to quickly understand issues and come up with ideas


• Client servicing-oriented, able to manage relationships with various IT and business stakeholders


• Team player, taking ownership and working in a collaborative way


• Advanced French and English skills (C1), spoken and written


• Swiss resident or willing to relocate

Hold office hours from 07:30 to 18:00 and ensure an “IT Crisis” employee is on-call outside of office hours, rotating with other team members.

Ref. INPM/CRO/MG

Note

Diversity & Inclusion

Pictet is an equal opportunity employer and is committed to creating a diverse environment. We respect all individuals and seek their inclusion in the workplace.