Incident & Change Manager

About the job

Incident & Change Manager

(m/f/d) 80%-100%

Are you keen to coordinate our IT service processes, keep an overview during disruptions, and connect our teams – while ensuring smooth support for our customers? Then join us.

Location

Winterthur or Bern

Percentage of full-time

80 - 100%

Team

Service Enablement

Contact person

For more information

Martina Bartholet

You at Netcloud

• Identification, classification and prioritisation of technical customer enquiries, incidents, service requests, changes and problem tickets
• Active dispatching and monitoring of all cases to ensure timely processing across all service areas
• Central coordination and interface function between internal service providers across team and location boundaries
• Management of escalations and communication responsibility during major incidents
• Support with audits, risk analyses and compliance reviews
• Creation and maintenance of dashboards, reports and trend analyses
• Ensuring compliance with governance requirements, SLAs and KPIs
• Support with audits, risk analyses and compliance reviews
• Participation in continuous improvement, standardisation and quality assurance of operational workflows as well as correct application of processes and tools
• Sound knowledge of ITIL 4 practices, especially Incident Management, Request Fulfilment, Change Management, Problem Management and Continual Improvement
• Experience with IT Service Management (ITSM) tools such as ServiceNow, Confluence or QWiki
• Technological understanding of the Netcloud portfolio as well as the offered solutions and services
• Strong communication, coordination and negotiation skills as well as a confident and professional demeanour
• High resilience and the ability to work in a structured, analytical and solution-oriented manner even under time pressure
• Team- and customer-oriented working style with a high awareness of quality and pronounced initiative
• Further professional and personal competencies will be defined by the supervising manager

At Netcloud, you can expect not only exciting projects with the latest technologies but also an environment that takes development seriously: with training opportunities, 6 weeks’ holiday, flexible working hours and an open culture where you can contribute – both professionally and personally.

Want to know what else we offer?

Our benefits

Ready? Then we look forward to receiving your application.

Martina Bartholet or your future supervisor, Philippe Buchmann, will be happy to answer any questions about the job. We await your application via the application tool.

If you have questions about the application, I am happy to assist

Martina Bartholet

HR Manager

I am happy to help you with professional questions

Philippe Buchmann

Head of Service Enablement