Are you ready to grow your career in our global tech hub?  

Zurich Cover-More Group helps people travel safely across the globe every day. We are there at every step of a traveller’s journey, to keep them safe and help them out if something goes wrong. We are committed to providing reliable, fast, flexible and bespoke services for our customers as well as the many well-known brands we partner with, such as travel agencies, airlines, banks and major sporting clubs!  

In the post-pandemic world, travel insurance is more important than ever. We are committed to delivering an exceptional service for our customers and we want you to be part of that journey.  

So, what’s the job? 

• You’ll act as the primary coordinator for Major Incidents (P1/P2/P3 High), ensuring swift triage, escalation, and resolution. 

• You’ll lead incident bridges, assign tasks, track actions, and ensure adherence to SLAs and OLAs. 

• You’ll ensure accurate logging, categorization, prioritization, and documentation of incidents. 

• You’ll monitor incidents through resolution and confirm service restoration with stakeholders. 

• You’ll provide clear, timely internal and external communications during incidents. 

• You’ll coordinate with global teams including Engineering, Infrastructure, Network, Security, and Vendor support. 

• You’ll prepare incident reports, status updates, post-incident summaries, and RCA documents. 

• You’ll use customer insights to provide direction for business initiatives. 

• You’ll ensure best practice customer initiatives are adopted and applied. 

• You’ll provide exceptional customer service to internal and external customers within company guidelines, regulatory obligations, and SLAs. 

• You’ll ensure all confidential information is handled in accordance with company and partner protocols and procedures. 

• You’ll maintain high levels of customer relationship management. 

• You’ll facilitate Post Incident Reviews (PIRs) and contribute to Root Cause Analysis (RCA). 

• You’ll track corrective and preventive actions through to closure. 

• You’ll identify recurring issues and recommend process or systemic improvements. 

• You’ll ensure alignment with ITIL Incident, Problem, and Change Management processes. 

• You’ll maintain incident runbooks, playbooks, and escalation matrices. 

• You’ll support audits and compliance requirements related to incident governance. 

• You’ll ensure all contact and interactions are of the highest standards, communicating clearly and appropriately to all stakeholders. 

• You’ll collaborate and provide regular reporting and updates with key stakeholders across the Cover-More Group. 

• You’ll ensure all communication aligns with the delivery of the Brand Promise to stakeholders. 

• You’ll analyze incident trends and patterns to reduce recurrence. 

• You’ll contribute to problem management and service improvement initiatives. 

• You’ll support the development and maintenance of runbooks, playbooks, and automation. 

• You’ll promote adoption of shift-left and preventive practices. 

And what are we looking for? 

• You’ll bring 3–4 years of hands-on experience in Incident Management, IT Operations, or Service Management. 

• You’ll demonstrate experience in handling Major Incidents within a 24x7 production environment. 

• You’ll have exposure to enterprise-scale IT systems, cloud platforms, or SaaS environments (preferred). 

• You’ll showcase excellent communication and coordination skills. 

• You’ll remain calm, composed, and decisive under pressure. 

• You’ll apply strong analytical, problem-solving, and stakeholder management abilities. 

• You’ll demonstrate strong documentation and reporting skills. 

• You’ll hold a Bachelor’s degree in Engineering, Computer Science, or a related field (preferred). 

• You’ll have ITIL v3 or ITIL 4 Foundation certification (highly desirable). 

• You’ll bring additional certifications in Service Management or Cloud (a plus). 

• You’ll possess strong knowledge of ITIL processes, including Incident, Problem, and Change Management. 

• You’ll have hands-on experience with ITSM tools such as ServiceNow, Remedy, Jira Service Management, or similar. 

• You’ll demonstrate understanding of infrastructure, application, network, and cloud components. 

• You’ll have familiarity with monitoring tools such as Splunk, Dynatrace, or AppDynamics (a plus). 

So, why choose us? 

We value optimism, caring, togetherness, reliability and determination. 

We have more than 2600 employees worldwide: we’re a global group of digital natives, actuaries, marketers, doctors, nurses, case managers, claims specialists, finance experts and customer service professionals. We share a global mission to look after travellers, at every step of their journey. 

Job flexibility. We understand the importance of making sure that work fits into your life, not the other way around.  Our hybrid work week policy ensures our employees maintain work-life balance with the flexibility of 3 days in the office and 2 days working from home.   

Career growth. We want you to continue to learn, develop and bring your ideas to the table. We want to hear what you think, and we want you to work with the business - not for the business! 

Diversity and inclusion. We respect who you are and thoroughly embrace diversity. So whatever walk of life you wander, just be you and come as you are. 

Take the time you need, for you and your community. We encourage you to take the time you need, when you need it. We offer regular annual and personal leave benefits along with anniversary leave, covid leave (to get vaccinated and for when you’re sick), volunteer leave and a comprehensive paid parental leave scheme. 

We also offer some other perks including:   

• Mediclaim insurance cover in case of any health emergency  

• Coverage under group personal accident insurance  

• Flexible and compressed work weeks and hybrid working options.  

• Generous range of paid leave – 21 annual leave days, 6 sick leave days, 12 public holidays  

• An extra day off for you to take on your birthday or your annual work anniversary.  

Apply today and let’s go great places together! 

#LI-Hybrid