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._

The Incident Managers are responsible for promptly identifying and addressing incidents that could disrupt banking operations, such as system outages, security breaches, or data integrity issues. This role involves coordinating incident response efforts, managing communication with stakeholders, conducting post-incident analysis to determine root causes, and implementing preventive measures to enhance the resilience of banking systems. The Incident Managers' role is essential in maintaining the trust and reliability of critical financial services.

As a member of the Availability Management team in charge of Incident, Problem and Service Level management, split between Luxembourg and Geneva, you will assume key Incident Management responsibilities.

YOUR MISSION- Identify and classify incidents, such as system outages, service disruptions, service degradation, or security breaches- Prioritize incidents based on their impact and urgency (or other parameters such as client or risk impact), ensuring the most critical issues are addressed first- Act as a central point of contact for incident communication and coordination among different T&O teams- Determine when to escalate incidents to higher levels of management or support, as needed- Develop and implement incident response plans and procedures to efficiently resolve issues- Keep stakeholders, including end-users and management, informed about incident status and resolution progress- Conduct post-incident analysis to identify the underlying causes and suggest preventive measures- Maintain detailed incident records, including the timeline of events and actions taken during incident resolution- Review incident management processes and practices to enhance response and recovery capabilities- Provide regular reports on incident management performance, including incident trends and response times- Help other support teams in keeping incident backlog at a reasonable level- Manage stakeholder expectations and ensure transparency throughout the incident lifecycle- Ensure proper documentation of incident resolution details, including lessons learned- Analyze incident data to identify trends and areas for improvement- Propose and implement changes to prevent recurring incidents and enhance incident resolution efficiency- Ensure that incident management activities align with SLAs and meet service delivery expectations.

YOUR PROFILE- 3 + years’ experience in IT incident management, preferably in a large, complex organization. This experience should include managing and resolving IT incidents, coordinating with other teams, and communicating with stakeholders.- Bachelor’s degree in Computer Science, Information Technology, or a relevant field. Master degree is a plus.- Be familiar with the ITIL lifecycle, including incident management and problem management- Experience with incident management tools and technologies, such as incident management software, service desk software, and monitoring and logging tools.- Knowledge in banking domain is an advantage.- Ability to manage and coordinate the response to IT incidents, including assessing the impact, identifying the root cause, and implementing solutions- Good analytical minds to understand the cause and effect of different situations- Strong communication and interpersonal skills, with the ability to effectively interact with stakeholders at all levels of the organization in French and English- Ability to analyze data and metrics to drive data-driven decision making- Understand incident impact and the business risk of incidents- Incident managers must possess basic ITSM skills and have a good understanding of ITIL best practices.
- 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 de