Central Incident Management is a critical function within IT enabling all major incidents be handled in an efficient and effective manner to minimize regulatory, reputational, financial and operational impact to the bank and reduce time to restore business services.
The role requires an experienced person who would be interacting and supporting senior management daily. Due to the specific exposure to senior management, role gives opportunity to build the professional network and position within the firm.
Key responsibilities :
Driving all activities required to facilitate the resolution of incidents and so restore business services rapidly as possible.
Executes the Major Incident Management process tasks in alignment with established processes.
Ensuring that the appropriate communications are sent to senior management keeping them informed of the incident and its impact.
Making decisions required to reduce impact.
Handling outages, performing impact assessments, driving and coordinating resolution, including incident calls, escalating (both technical and hierarchic), as well as coordinating all incident support activities.
Manages day-to-day delivery of the major incident management process.
Collection, triage and escalate incidents to technical teams as necessary. This includes actively engages other IT support groups to drive service restoration as soon as possible, minimize business impact and meet SLA targets.
Performs initial impact assessments with classification and prioritization of incidents.
Keeping internal partners and stakeholders aware of the status and progress towards resolution of assigned incident.
Provide incident reporting, including detailed description of incident from detection through resolution.
Tracking process efficacy using established Key Performance Indicators (KPIs).
Have extensive major incident management experience.
Drive continual service improvement across Incident management department and work with our partners to deliver improvements across people processes, and technology in order to increase stability and availability of IT services.
Establish and grow relationships with senior team members, global business and technology contacts.
Works across two shifts in an 8*5 and weekend on-call supporting a global operational team, whose primary function is to drive all major incidents until resolved.
Open to discussing flexible / agile working.
Essential Skills and Qualifications :
Business level English.
Solid operational, helpdesk or support background involving level 1 and level 2 analysis and resolution of problems.
Proven coordination and leadership ability in the context of being able to manage large groups of technical contributors during major incidents and retain control of fast paced conference calls.
Knowledge and Experience in Incident Management, Major Incident Management, Problem Management or Change Management.
Minimum of 5 years industry experience.
Experience with IT process related industry best practice frameworks & standards.
Highly motivated with solid sense of ownership and responsibility; takes initiative to drive improvements, and grow skills over time.
Ability to remain calm and objective in a high-pressure environment.
ITIL v3 certificate is required, ITIL Intermediate certificate(s) would be an advantage.
Excellent oral & written communication skills.
Good interpersonal & relationship skills, with team oriented collaborative approach towards.
For more information visit Technology Careers.
Private medical care
Training and development
Language training course
Family nursery and kindergarten funding, gift vouchers for Christmas
Health promotion : Multisport card, sporting events and groups within Credit Suisse (skiing trips, football team, running team, tennis training course etc.)
Employee discounts on various products and services (event tickets, consumer products, etc.)
Employee Referral Program
Flexible work schedule and working from home (home office)
If you apply for this role this means you agree with the following statement :
Through my application for a role with Credit Suisse (Poland) sp. z.o.o. (the Company) I hereby authorize the Company to process my personal data for the purposes of job recruitment.
Furthermore I declare that I am aware of the voluntary submission of data and I am informed about the right to access the data and the right to correct it, pursuant to the Personal Data Protection Act of 29 August 1997 (Journal of Laws Dz.
U No. 133, item 883) . I authorize Company to process my personal data for future recruitment processes.
Furthermore, I authorize Credit Suisse Group AG and its’ affiliates, Taleo (UK) Limited, cut-e AG Kleiner Burstah 12 and milch & zucker The Marketing & Software Company AG to process my personal data.
Credit Suisse and affiliates registration details.-
Credit Suisse (Poland) sp. z.o.o Registered office - 1 Icchoka Lejba Pereca street, 00 - 849 Warsaw
Credit Suisse Group AG Registered office - Paradeplatz 8, 8001 Zurich, Switzerland and its’ affiliates
Taleo (UK) Limited Registered office - 78-586 Chiswick High Road, London W4 5RP, United Kingdom,
Cut-e AG Kleiner Burstah 12 Registered office - 20457 Hamburg, Germany and
Milch & Zucker The Marketing & Software Company AG Registered office - Küchlerstraße 1, 61231 Bad Nauheim