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04.05.2021

DWP Incident and Problem Manager (80-100%)

  • 8057Zürich
  • Teilzeitstelle 80-100%

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DWP Incident and Problem Manager (80-100%)

Heute die Chancen von morgen erkennen. Ihre und unsere.

Bei Swiss Life Asset Managers bringen Sie Ihre individuellen Talente und Expertise in einem motivierten und flexiblen Arbeitsumfeld ein. Sie übernehmen ein hohes Mass an Verantwortung, meistern anspruchsvolle Herausforderungen selbstständig mit Gestaltungsspielraum und in Zusammenarbeit mit professionellen Teams.
Bei Swiss Life Asset Managers zu arbeiten, heisst Dynamik im stabilen Umfeld zu leben. Unsere Mitarbeitenden machen den Unterschied. Der Mensch zählt.
Flexible Arbeitsmodelle ermöglichen Ihnen berufliche und persönliche Ambitionen in Einklang zu bringen.

Your area of responsibility

The team Digital Workplace within Swiss Life Asset Managers (SLAM) is responsible for providing a standardized workplace to more than 2200 users that are located in five European countries. The team gathers requirements from its customers and implements personal productivity solutions together with external providers. The digital workplace (DWP) within Swiss Life Asset Managers is based around Microsoft 365 and the service delivery is mainly done by external providers. 

You support the team as DWP Incident and Problem Manager (f/m) which includes the following tasks and responsibilities:

  • Responsible for the incident management (including Major incidents), request fulfillment, and problem management processes

  • Interact with local external service desks / 1st level support for all SLAM entities

  • Analyse service- and KPI reports for all SLAM entities to identify and address trends and underlying root causes for incidents

  • Coordinate the resolution of major incidents and ensures post-event reviews to identify underlying issues and reducing the risk for future major incidents

  • Communicate regularly with defined stakeholders during and after major incidents

  • Coordinate all problem tickets raised with service providers

  • Support and live the group wide service management processes

  • Continue service improvement and knowledge management


Your profile

  • Minimum 3-5 years’ experience in a similar position, preferably within a financial service company 

  • Experience in managing external service providers including activity coordination between several providers 

  • Experience in managing IT customer service management with focus on customer experience, service quality and continual improvements 

  • ITIL certification (minimum Foundation) 

  • Excellent communication skills both verbal and written 

  • Strong interpersonal skills 

  • Resilient, highly motivated and goal-driven personality with the ability to think ahead and handle multiple group wide tasks simultaneously

  • Very good knowledge in English and German

What we offer

  • An international environment where you can actively help shaping the further development

  • An interesting position that includes both conceptual topics and operational tasks

  • Detailed insights into the business activities of a pan-European asset manager

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Ihre Benefits​
Wir unterstützen unsere Mitarbeitenden, ihre berufliche Entwicklung und Lebensgestaltung über alle Lebensphasen hinweg optimal zu gestalten. Unsere attraktiven Vorteile tragen einen Teil dazu bei. 

Ihr Kontakt

Nicole Bienz

Telefon:

+41 43 284 67 57

Arbeitsort:

8057Zürich