Escalation Manager

Your future begins here # As an Escalation Manager, you are the central hub in the operational operation (24/7) of business-critical ICT services: You work closely with operations, engineering, suppliers, and internal as well as external customers. In doing so, you combine methodical event, incident & problem management with a holistic view - including continuous optimization of processes and tools. • Proactive and continuous monitoring of ICT services, networks and applications via central observability dashboards • Event analysis, qualification, triage and correlation of system messages and alarms to avoid escalations • Anomaly detection, early identification of deviations in normal operation to prevent outages preventively • Ensure stakeholder communication (internal/external) incl. status updates, decision bases and follow-up • Analyze disruptions and derive sustainable measures together with engineering/operations (problem/root-cause approaches) • Lead calmly, clearly and reliably in critical situations • Working in 24/7 operations, high reliability and unrestricted readiness for shift work (night, weekend, holidays) Your skills • Several years of experience in ICT service operations or IT Service Management, ideally in incident/major incident management • Completed education/further training in the ICT environment (e.g., informatics, cloud, system technology/network) or corresponding many years of professional experience in IT • Experience in dealing with modern monitoring and observability platforms (e.g., Grafana, Splunk, or Prometheus) • Good knowledge of ITIL processes, especially in event, incident, change and problem management • Strong analytical skills, networked thinking and a structured approach to complex disruptions • Precise, audience-oriented expression and communication both technical towards engineers and service-oriented towards management • Very good German as well as good knowledge of English and French • Hands-on mentality: you roll up your sleeves, prioritize pragmatically and ensure consistent implementation • Experience with continuous improvement (processes, tooling, automation) and high quality standards • Readiness for regular shift work (24/7) • Driver's license With us, you have the opportunity to work in one of our offices in Switzerland or in the home office. In doing so, you come into contact with agile working methods and the latest technologies. We offer flexible working hours to meet your personal needs. Benefits. ### ### Is it a match? Apply now. # Discover what you can do # # Further questions? Here you will find answers to the most important and frequently asked questions. *To all recruiters: Swisscom does not accept resumes from agencies. Please do not forward resumes to our job's alias, to Swisscom employees or to any other organizational body. Swisscom is not responsible for fees in connection with unsolicited resumes.* Contact person Melek Vatanacan ### ### Talent Acquisition Manager ### ### +41 (79) 9284025 Your homebase Swisscom (Schweiz) AG ### ### Binzstrasse 7, 8045 Zürich ### ###