Incident Management Lead - Unbefristeter

View: 105

Update day: 17-04-2024

Location: Lausanne Vaud VD

Category: IT - Hardware / Networking Information Technology Production / Operation Consulting / Customer Service

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Job content

Abteilung:

Software Development

Das Ziel der Position:You will shape the way we manage incidents and the way our customers experience the Alpian banking by:

Jobübersicht:

Developing the ecosystem that will provide the right level of incident management and serve our customers by providing the service and technical support to our client facing teams.
Partnering with our Banking Specialists and Wealth Managers to provide a very effective and optimal first line of support by enabling them with the knowledge and technology they need to gain autonomy and efficiency.
Creating all the processes, workflows and escalation paths to build a culture of excellence and exceptional internal support and customer experiences.
Managing the escalation of critical incidents by working with the Technology organization and staying in close communication with key stakeholders within Alpian.
Researching innovative, integrated support channels to provide customers with highly effective and responsive support, enabling Banking Specialists and Wealth Managers to be more efficient.
Building and establishing forward-thinking strategic service models to help drive content and tools to enable customers to self-resolve issues in a timely manner as well as monitoring and improving adoption of self-service.
Developing and controlling operational dashboards to track and monitor key support business metrics; maintain a high-level view of all open incidents and related customer issues, and present regular updates on open issues and trends to key stakeholders.

Erfahrung / Fähigkeiten erforderlich:Experience/Skills required:

MSc in computer science or relevant field, or similar related experience
Strong expertise in running support and incident management for cloud-based SaaS company
Expertise in incident management software like JIRA ITSM or Zendesk
Expertise in managing support teams (L1, L2)
Strong expertise in incident and support processes and software-vendor support knowledge
Ability to balance and coordinate competing priorities across the company
Expertise of Agile process and principles
Passion for fintech and technology
Valid Permit to work in EU or Switzerland
Having a minimum C1 English level

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