Incident Response Manager

We are seeking a skilled and experienced Incident Response Manager to join our team at Sopra Banking Software SA. As a key member of our IT organization, you will be responsible for managing Major Incidents, ensuring effective incident response and resolution, and driving continuous service improvement initiatives.

This role requires a deep understanding of ITIL Incident Management methodologies, as well as experience working with ITSM tools such as ServiceNow or Jira ITSM. You should have excellent communication and stakeholder management skills, as well as the ability to work collaboratively with cross-functional teams.

• Key Responsibilities:
• Manage Major Incidents from initiation to resolution, ensuring timely responses to minimize business impact;
• Develop and maintain appropriate reporting frameworks to measure incident resolution performance and identify areas of improvement;
• Collaborate with service desk teams, process managers, and senior IT management to drive continuous service improvement initiatives;
• Analyze incident trends using tools like Pareto analysis to identify recurring issues and propose service improvement plans;
• Present and promote the Incident Management process to internal teams and customers, ensuring alignment and awareness;