L2 Major Incident Manager
Citi
Poland, MA, Warszawa
5 d. temu

Description

  • Triage all the appropriate support teams for expedite troubleshooting within a technical bridge and business bridges
  • Ensure that the right incident roles are being covered.
  • Executive summaries for Director levels to Summarize on Critical and High Priority Major Incidents
  • Master priority determination based on extracted information and impacts
  • Sensitive to future impact and risk to customers / stakeholders to triage and settle severity
  • Act as leader to have general oversight on regional Major Incident events
  • Lead L1 and L2 activities and master each of its tasks.
  • Lead and Conduct Major Incidents with High Priority
  • Provide status of the situation anytime a senior request arise and explain at technical and business level.
  • Provide and document input for Root Cause Analysis
  • Handle and deal with Executive calls
  • Have executive representation whenever needed on Huddles and Staff sessions
  • Run Senior interaction at any level and challenge handling
  • Qualifications

  • Minimum 3 years of experience in running incidents / situations / crisis events or service assurance processes in a large, complex enterprise environment
  • Knowledge and experience working with a wide-range of enterprise technologies, including but not limited to Distributed services, SQL and Oracle database architecture, Network infrastructure, Telephony infrastructure, Mainframe hardware and platforms, Middleware, Storage, cloud-
  • based file sharing, Proxy servers, web architecture and various virtualization infrastructure.

  • Wide technical experience preferably in leadership or a domain expert contributor role in an application support or infrastructure organization
  • Experienced on interacting with a demanding customer focused service delivery organization
  • Demonstrable understanding of ITIL methodology
  • Familiarity with Enterprise Service Management (ESM) platforms such as ServiceNow
  • Critical thinking, deductive reasoning and problem solving skills
  • Ability and confidence to act with decisiveness on critical decisions
  • Ability to influence over a wide variety of individuals at all levels of technical & business leadership
  • Ability to multi-task and make good judgments in a dynamic, high stress environment
  • Ability to challenge information if the response does not fit the situation
  • Excellent telephone, oral communication skills
  • Diverse knowledge of banking products is preferred
  • ITIL v3 / ITIL v4 Foundation Certification will be a plus
  • Fluent English is a must (other European language will be a plus).
  • What Would you get in Return?

  • Vast range of challenges and scenarios opening up almost endless opportunities for exposure for any candidate to progress and develop their career within a faced-
  • paced financial services IT organization

  • The right ingredients to develop your Service Management skills within a global enterprise.
  • Opportunity to work with a wide range of technology experts and disciplines across the world.
  • Being part of a company that truly believes its employees are their most valued asset
  • Competitive compensation package and excellent benefits (Multisport card, private medical care, health insurance, pension plan)
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