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
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)