IT Incident Manager
- Dübendorf
- Permanent
- Full-time
Introduction
Unilabs is the largest provider of medical laboratory diagnostics for prescribers and hospitals in Switzerland and employs around 800 people.
Your Tasks
IT Incident Manager (Primary):
- Own and operate the Incident Management process, ensuring timely resolution of IT issues
- Act as the Incident Manager, leading critical incident bridges and communications
- Ensure proper logging, categorization, prioritization, and closure of incidents
- Coordinate with Service Desk, Infrastructure, and Application teams for triage and escalation
- Monitor incident trends and drive problem identification or known error creation
- Track SLA compliance and provide incident metrics and dashboards to stakeholders
- Conduct post-incident reviews and ensure lessons learned are documented and actioned
IT Change Manager (Secondary):
- Chair or coordinate Change Advisory Board (CAB) meetings
- Review, assess, and approve change requests based on impact, urgency, and risk
- Ensure that change documentation is complete, including test plans, back-out plans, and business justification
- Monitor change success rates, backouts, and Post-Implementation Reviews (PIRs)
- Align change activities with compliance, audit, and business continuity requirements
Your Profile
Must-Have:
- 5+ years of experience in IT service management, preferably in Incident or Change roles
- Strong knowledge of ITIL v4 framework and certification
- Hands-on experience managing major incidents and coordinating across IT domains
- Experience with ITSM tools (e.g., ServiceNow, ConnectWise)
- Demonstrated ability to lead change governance and CAB processes
- Excellent communication and stakeholder management skills, including senior leadership
Preferred:
- Experience in environments with DevOps or Agile practices
- Prior exposure to cloud-based infrastructure and hybrid IT models
Soft Skills:
- Strong facilitation and conflict-resolution abilities
- Analytical mindset with attention to detail
- Collaborative and able to work cross-functionally
- Process-oriented with a drive for continuous improvement
We Offer
- An exciting and dynamic work environment with a lot of internationality
- Taking responsibility and unfolding your potential
- A positive working atmosphere with a partnership and appreciative corporate culture
- Attractive fringe benefits as well as a 40-hour week and 5-weeks vacation
- Annual fee for your personal analyses and special prices for radiological advice from the Unilabs Group
Contact details
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IT Incident Manager
- Dübendorf
- Permanent
- Full-time
Contact details
Mr Antonio Gambin,
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