Incident Manager

UBS

View: 145

Update day: 25-03-2024

Location: Zürich Zürich ZH

Category: Finance / Bank / Stock

Industry: Finance

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Job content

Switzerland - Zürich
Information Technology (IT)
Group Functions

Job Reference #

241293BR

City

Zürich

Job Type

Full Time

Your role

Are you at your best when coordinating and collaborating with others? Do you like to interact? As a Mission Control Tech Support Analyst / Incident Manager your responsibilities will be:

  • Have and provide a production overview - be the central point of contact to provide an overview of the production health for technology; proactively monitor the environment at a top level for abnormalities using telemetry and perform more focused investigations when necessary; correlate cross-stream issues/events
  • Run and support incident management - actively manage all Severity1 to 3 Major Incidents, overview of all SEV 4s, their current state and related escalations; trends and abnormal volumes of SEV 5s and unstructured requests; manage SEV 4 incidents when they have the potential to escalate
  • Control and ensure the quality of incident communications: have an overview of all incident notifications released; be accountable for the content of all major incident notifications; provide quality content for cross-stream major incident notifications; be accountable for the quality and hygiene of all stream incident notifications
  • Run and support Mission Control Command & Control activities: be aware of the change portfolio / activities and communicate these effectively; understand the effect of significant events, financial events and market news
  • Establish and maintain collaborative working relationships with functional counterparts of the other Technical Support streams
  • Perform analytics by collecting real time data, identify trends and pro-actively resolve and manage issues/events before they become incidents
  • Trend Incident and Problem ticket data to ensure that we have effective Problem management in terms of reducing Incident occurrence.

Your Career Comeback

We are open to applications from career returners. Find out more about our program on ubs.com/careercomeback.

Your team

As part of Mission Control you will be the point of contact for everything related to the production environment.
You are part of the core team of the Mission Control / Command Center and you collaborate closely with the other Technical Support teams.
As a Mission Control representative you will lead Incident Management in our Technology Operations along the defined standards and guidelines of the Incident Management framework. Working in collaboration with the different technology support organizations and business stakeholders you drive fast and reliable incident resolution and therefore, support smooth and reliable Technology Services operations. In addition to the resolution activities you ensure precise and timely incident communications to the different stakeholders.

Your expertise

  • several years’ experience in IT or Finance roles for large organizations
  • able to translate technical information for non-technical people
  • excellent communication skills that allow you to interact on all levels
  • experience in managing IT incidents in a global, multi-stream environment is preferable
  • ITIL certification is desirable
  • knowledge of diverse technologies is an advantage
  • analytical and Client focused
  • fluent in Business English (German a distinct advantage)
  • excellent team player with pro-active, positive personality and "can-do" attitude
  • have the ability to multi-task and prioritize incidents accordingly

About us

UBS is the world’s largest and only truly global wealth manager. We operate through four business divisions: Global Wealth Management, Personal & Corporate Banking, Asset Management and the Investment Bank. Our global reach and the breadth of our expertise set us apart from our competitors.

With more than 70,000 employees, we have a presence in all major financial centers in more than 50 countries. Do you want to be one of us?

Join us

From gaining new experiences in different roles to acquiring fresh knowledge and skills – at UBS we know that great work is never done alone. We know that it’s our people – with their unique backgrounds, skills, experience levels and interests – who drive our ongoing success. Together we’re more than ourselves.

Ready to be part of #teamUBS and make an impact?

Disclaimer / Policy Statements

UBS is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills and experiences within our workforce.
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Deadline: 09-05-2024

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