Lead Application Support Analyst
Wroclaw, Poland
6 d. temu


Currently we are looking for a Lead Application Support Analyst for our Wroclaw office to make the Team even stronger.

Group Technology is The IT function is responsible for building, maintaining applications and systems infrastructure with the capacity and capability to achieve our goal to be the best global financial services firm.

IT supports the whole of business across a wide range of systems and functions. Services range from business consultancy and technical architecture to analysis, solution development and project management.


You'll be working with the Application Support teams in Wroclaw. The team provides quality services to ensure end-to-end production stability and availability by combining optimized utility services with dedicated centers of expertise, ensuring business aligned support, always aiming to foster on customer / user needs.

Our measure of success is two-fold clear and recognized benefits into the L2 line teams and standardization of core ITIL practices at a high maturity level.


  • Be responsible for managing the lifecycle of incidents related to Corporate Center suite of applications in order to restore services as soon as possible
  • Be responsible for Major Incident management, Problem management and Request fulfillment management
  • Act as the immediate escalation point for all customers, stakeholders and IT Management for the services provided
  • Govern production support execution as aligned to existing ITIL framework
  • Follow effective and efficient operational policies, processes and procedures
  • Work closely with the vendor, key stakeholders to plan for cost optimized solutions, manage delivery, implementation, process improvement and production product support
  • Engage required stakeholders support groups, vendors and third-party suppliers
  • Prioritize incidents based on impact and urgency as per TOC Incident Taxonomy
  • Ensure proper incident responses, handling, closures and proper communications
  • Uphold high standards for timely issue resolution and optimize the service issues and gaps and implement service quality
  • Requirements

  • 8+ years of experience in IT support role within Financial services industry
  • Experience in managing teams (3+ years)
  • Demonstrable experience in IT delivery, support, and governance
  • In-depth knowledge incident and problem management practices
  • Solid technical (UNIX, databases, tools, automation) and presentation skills
  • Unix, Oracle Must have
  • Sybase, Scheduling, Autosys, ServiceNow - all are very valuable skills for this role but not a must
  • ITIL qualified
  • Highly refined and professional in verbal and written communications
  • Experience of managing a relationship with vendors and other stakeholders
  • Demonstrable experience in delivering a quality operational service to customers
  • Experience in operating under a Global team environment
  • Strong problem solving, analytical and time management skills
  • Be an effective team player and leader who can work independently when necessary
  • Evidence of being able to work in a dynamic and challenging environment
  • Reliability self-motivation with a high level of integrity
  • Highly committed, resilient and outcome focused
  • Able to manage and drive multiple and complex projects at any given time
  • Flexible, adaptable and pragmatic with an ability to stay focused on objectives and a can-do-attitude
  • Strong communicator, comfortable interacting with colleagues at all levels
  • Effective team leader, capable of motivating your team to perform their best
  • Results-oriented worker, with the ability to set priorities
  • Able to manage and drive multiple and complex projects at any given time
  • Flexible, adaptable and pragmatic with an ability to stay focused on objectives and a can-do-attitude
  • Keen to learn new technologies and build a solid understanding of the business context of the applications
  • Customer orientated and focused on service quality with strong interpersonal skills comfortable at interacting with colleagues at all levels
  • We offer

  • Possibility to be involved in an international project (Canada, China, Hong Kong, Mexico, USA, Switzerland, Germany, Sweden, United Kingdom, Russia, Belarus, Ukraine, Hungary, etc.)
  • English language classes
  • Vast opportunities for self-development : online courses and library, experience exchange with colleagues around the world, partial grant of certification
  • Career development center
  • Unlimited access to LinkedIn learning solutions
  • Possibility to take part in both : corporate and startup environment
  • Possibility to relocate for short and long-term projects
  • Relocation package for those who relocate to Krakow, Wroclaw, Katowice or Gdansk from other locations
  • Benefit package (health care, multisport, lunch tickets, petrol vouchers and shopping vouchers, etc.)
  • Fruits on a weekly basis
  • Sponsored sport activities
  • We kindly ask you to include the following clause in your application : "Wyrażam zgodę na przetwarzanie danych osobowych zawartych w niniejszym dokumencie do realizacji procesu rekrutacji zgodnie z ustawą z dnia 10 maja 2018 roku o ochronie danych osobowych (Dz.
  • Ustaw z 2018, poz. 1000) oraz zgodnie z Rozporządzeniem Parlamentu Europejskiego i Rady (UE) 2016 / 679 z dnia 27 kwietnia 2016 r.

    w sprawie ochrony osób fizycznych w związku z przetwarzaniem danych osobowych i w sprawie swobodnego przepływu takich danych oraz uchylenia dyrektywy 95 / 46 / WE (RODO)"

  • Please note that only selected candidates will be contacted
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