ITSM Process Lead

3 tygodni temu

Kraków, Lesser Poland OANDA Pełny etat

Everyone at OANDA is focused on our vision to transform how our customers can meet all their currency needs. We are revolutionising the world of currency trading by providing innovative trading experiences, currency data and analytics solutions. Dare to be open, bold, focused - own it and apply The future is now

Join us and:

Work on an award-winning platform that processes billions of dollars every day.

Be on a team that's responsible for company-wide top-priority projects.

Support regulated entities in various areas and locations (EMEA, North America, APAC).

Contribute innovative ideas to improve the daily trading experience of thousands of Customers.

How do we work?

The Service Management Team is a part of a global Corporate Information Technology Department. The Team consists of 20 members (including a 3-person Service Management Team) in Canada, Poland, the UK, and Singapore.

Our ITSM Process Leads are responsible for responding to mission-critical issues that affect OANDA''s financial, reputational, and regulatory standing, as well as ensuring all IT Service Management processes: Incident, Problem, and Change Management. The team's responsibility is to ensure incidents and problems are quickly diagnosed, workarounds are determined, proper root cause analysis is performed, and actions are taken to ensure that incidents do not reoccur.

The role will also allow you to participate in the implementation of continuous improvements to the tools and processes in place, as well as implementing new ones.

We work in a hybrid model - we'd love to meet you in the office 4 times per month concerning your commitments.

In this role, you will:

Incident & Problem Management:

Quickly determine the severity of Incidents, considering business impact and technical complexity.

Effectively coordinate the IT resolver groups working on the resolution of incidents.

Manage all incidents, problems, and changes through their lifecycle to ensure SLAs are adhered to by teams.

Chair incident rooms or major incident conference calls and ensure they are working to full efficiency in dealing with major incidents.

Attend Major Incident & Problem reviews and provide feedback on how the service was restored.

Change Management:

Take part in Change Advisory Board meetings, and document and communicate their outcomes.

Provide monthly Incident, Problem and Change Management reports to demonstrate the effectiveness of the processes.

Process Analysis, Design and Implementation:

Analyze the cause of the recurring incidents by following the Problem Management methodologies.

Understand how OANDA's core dealing systems and backend processes work.

Drive improvements to ensure that lessons are learned from incidents and corrective actions are implemented to prevent a future recurrence.

Provide training in ITSM to areas of IT that will benefit from it.

What skill set do you need, to be successful in this role?

Previous experience in the Service Management / Incident & Problem Management / Technical Support area.

Experience in Continuous Improvement and Change Management.

Showing an ability to manage a wide spectrum of stakeholders.

Experience in data analysis and trending with the ability to identify improvements and actions.

Min. ITIL V4 Foundation level or adequate certification.

Flexibility to work morning and afternoon shifts on a rotation basis.

Availability for some weekend hours in matters of urgency, on a rotation basis (on-calls).

Ability to manage, prioritize, and execute multiple tasks and activities successfully.

Nice to have:

Experience working in a global organization and servicing high-value/global Customers in different geographical locations.

Knowledge of troubleshooting financial trading platforms, interest in Finance.

OANDA Global Corporation is a diverse and global team with offices around the world. We value the unique skills and experiences each individual brings to OANDA. We are committed to creating and sustaining a collegial work environment in which all individuals are treated with dignity and respect and one which reflects the diversity of the community in which we operate. We provide an inclusive and accessible environment for everyone. Candidates selected for an interview will be contacted directly. If you require accommodation during the recruitment and selection process, please let us know. We will work with you to provide as seamless a recruitment experience as possible.

Review OANDA Privacy Policy and learn more about how we treat your personal data and protect your privacy.

Dare to be bold?

Make your first step toward a positive change in your career with OANDA

Vision and values

OANDA aims to transform all aspects of how the world interacts with currencies, whether that be trading or utilizing currency data and information. We'll do this our way – connecting and collaborating with the best and most innovative to grow quickly and globally. We strive to do more than just our jobs, focus our actions on collective goals and dare to seek out innovation and creativity. All this to continue our obsession with providing the best experience for our customers.

What we do?

Innovation has been at the heart of everything we do
From our roots in 1997 providing free currency exchange information over the internet to launching an award-winning global trading business. We work together to drive the future of currency data solutions and trading technology. Our customers can invest in around 200 financial instruments including currencies, shares (over 1300) and commodities leveraging intelligent support and the newest technologies. What is more, we are now offering a batch of popular cryptocurrencies in the US - OANDA is now a major global player.

We are the winners

We are proud to be recognized In 2023 we received the 'Brokerage House of the Year 2022' award at the Invest Cuffs gala We won the 'Most Popular Broker' award at the 2022 TradingView Broker Awards and were recognised as 'Best in Class for Ease of Use' and 'Best in Class for Research' by at their 2023 Annual Awards

#J-18808-Ljbffr

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