Incident Manager

A career at Lombard Odier means working for a renowned global wealth and asset manager, with a strong focus on sustainable investing. An innovative bank of choice for private and institutional clients, our independently owned Firm is one of the best-capitalised banking groups in the world, managing close to CHF 300 billion and operating from over 25 offices across 4 continents.
 

With a history spanning over 225 years, Lombard Odier is an investment house providing a comprehensive offering of discretionary and advisory portfolio management, wealth services and custody. We also offer asset management services and investment strategies through Lombard Odier Investment Managers and provide advanced banking technology to other financial institutions.
 

"Rethink Everything" is our philosophy – it is at the heart of everything we do. We have grown stronger through more than 40 financial crises by rethinking the world around us to provide a fresh investment perspective for our clients.

Incident Manager

As an Incident Manager in the Availability Management Department (Incident, Problem & Service Level Management) within IT Operations, you will be responsible for identifying, managing, and resolving incidents that impact banking operations, ensuring service continuity, and minimizing business risk. You will coordinate structured responses across Technology & Operations teams, maintain transparent stakeholder communication, and lead post-incident analysis to strengthen system resilience. This role operates within a cross-border team and focuses on private banking systems.

YOUR ROLE

• Incident Detection & Classification: Identify and categorize incidents such as outages, service degradation, or security breaches.

• Prioritization & Escalation: Assess impact, urgency, client sensitivity, and risk exposure to prioritize effectively; escalate when resolution exceeds defined thresholds.

• Central Coordination: Act as the single point of contact for incident handling across Technology & Operations teams.

• Response & Resolution: Execute incident response plans, drive resolution efforts, and ensure timely service restoration aligned with SLAs.

• Stakeholder Communication: Maintain real-time, transparent communication throughout the incident lifecycle.

• Post-Incident Analysis: Perform root cause analysis and recommend preventive measures to reduce recurrence.

• Documentation & Reporting: Document incident timelines, actions, and resolutions; produce performance reports including trends, metrics, and SLA adherence.

• Process Improvement: Continuously review and refine incident management practices for efficiency and resilience.

• Data Analysis: Interpret incident data to identify systemic improvements and support backlog reduction across support teams.

YOUR PROFILE

• Bachelor's degree in computer science, Information Technology, or related field; master's degree is a plus.

• +3 years of experience in IT Incident Management within large-scale, complex environments.

• Strong ability to coordinate cross-functional teams, manage high-impact incidents involving business risks, and make data-driven decisions.

• Strong understanding of ITIL4 framework, especially Incident and Problem Management.

• Good command of ServiceNow and familiarity with service desk, monitoring, and logging tools.

• Excellent analytical skills for impact assessment and root cause identification.

• Experience in private banking or financial services is highly preferred.

• Fluent in French and English; strong communication skills for engaging stakeholders at all levels.

NB: Please be aware that in accordance with the current law and job requirements, the selected candidate will be requested to provide a criminal record (section 3).

Our Maison's DNA is defined by five core values. Excellence drives us to be the best at what we do, while Innovation fuels our progress. Respect underpins every interaction, and Integrity shapes our actions. Together, we are One Team, united in serving our clients with unwavering dedication.

As a responsible and supportive employer, we promote a diverse and inclusive work environment for our employees and candidates. Diversity, Equity and Inclusion are woven into the fabric of our Maison's DNA, and we strive to ensure that our employees can fulfill both their personal and professional aspirations by encouraging internal mobility and individual upskilling programs. We firmly believe that building Diverse Teams contributes to our successes and to deliver on this, we actively embed Diversity, Equity and Inclusion in our business strategy.

It is an exciting time to join our Teams. All applications will be handled in the strictest confidence.