INCIDENT MANAGER

Description

Job Summary: The Service/Incident Manager will coordinate the maintenance cell of a production project, ensuring continuous service operation, efficient incident management, and SLA compliance. Key Highlights: 1. Coordination of the maintenance and incident management cell. 2. Leading multidisciplinary teams and serving as the technical reference. 3. Opportunity for development and growth. **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 point of contact among technical teams, business units, and stakeholders of the Business Unit (Projects, IT, Business). Their mission is to ensure continuous service operation, efficient management of incidents and requests, 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:** Proven experience in the insurance industry, specifically in life and medical expense products—mandatory; minimum 5 years of experience. Demonstrated experience in Service Manager, Incident Manager, or similar roles managing critical services in production environments. 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, possessing in-depth understanding of the architecture, functionality, and requirements of the production system. * Act as the communication liaison among stakeholders, clearly and effectively translating technical and business needs. * Identify areas for improvement 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 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 aspects and constantly asking, “What could go right?” We are an equal opportunity employer who understands that every employee is unique—making our team the best!