INCIDENT MANAGER

Description

Position Summary: The Incident Manager will coordinate the maintenance cell of a production project, ensuring continuous service operation, efficient incident and request management, and compliance with SLAs. Key Responsibilities: 1. Manage and coordinate the resolution of incidents, problems, and requests. 2. Lead multidisciplinary teams and serve as the technical reference point. 3. Promote a service-oriented culture and continuous improvement. **Job Title: INCIDENT MANAGER** **Zurich, a leading international insurer, invites you to join its team as:** **“Incident Manager”** **Objective:** The Service/Incident Manager will be responsible for coordinating the maintenance cell of a production project, acting as the primary contact point between technical teams, business teams, and stakeholders from the Business Unit (Projects, IT, Business). Their mission is to ensure continuous service operation, efficient incident and request management, and strict adherence to established SLAs. **Your Skills and Experience:** * **Education:** Bachelor’s degree in Systems Engineering, Computer Science, Information Technology, or related field. * **Experience:** Minimum 5 years’ experience in the insurance industry, specifically in life and medical expense products—mandatory. Proven experience in Service Manager, Incident Manager, or similar roles managing critical services in production environments. Demonstrated experience coordinating technical and business teams, with advanced communication and leadership skills. * **Technical Knowledge:** Solid technical knowledge in systems administration, infrastructure, applications, and incident management. Familiarity with service and incident management tools (e.g., ServiceNow, JIRA). * **English:** Intermediate to advanced. * **Competencies:** Ability to manage multiple priorities and work under pressure. * ITIL certification (desirable). **Responsibilities:** * Manage and coordinate the resolution of incidents, problems, and requests, ensuring response and resolution times aligned with SLAs. * Lead multidisciplinary teams, facilitating collaboration between technical and business areas. * Serve as the technical reference point, possessing in-depth understanding of the architecture, operation, and requirements of the production system. * Act as the communication liaison among stakeholders, clearly and effectively translating technical and business needs. * Identify improvement opportunities in support and maintenance processes, proposing and implementing corrective and preventive actions. * Generate executive reports on service status, incident metrics, and SLA compliance. * Promote a service-oriented culture and continuous improvement within the team. **We Offer:** * Wellness program * Flexible work arrangement * Development and growth opportunities Zurich recognizes the diverse dimensions that define individuals—including gender identity and/or expression, age, race, physical ability, sexual orientation, experience, perspective, and culture—and does not tolerate any form of discrimination. **Why Choose Zurich** At Zurich, we value original thinking and challenging the status quo. We adopt an optimistic approach, focusing on the positive and constantly asking, “What can go right?” We are an equal opportunity employer who values each employee as unique—making our team the best!