IT Service Operations Specialist
4 tygodni temu
Summary
The IT company Andersen invites an IT Service Operations Specialist to work on a large-scale project for one of our UK customers.
The customer is a new kind of bank founded in 2016. It focuses on distinct client segments that are underserved by the market, creating innovative products to meet their needs. The company offers white-labeled products with no upfront investment for certain industries and businesses.
The project is to build banking technology with class-leading flexibility for clients. At the core of this platform is consumer account processing infrastructure that is able to process client account events and perform financial computations.
Responsibilities
Serving as the Incident Management expert within ITIL, focusing on preventing repeat major incidents. Developing, maintaining, and testing incident management procedures with service owners. Investigating and resolving escalated, non-routine, and high-impact incidents. Documenting and closing resolved incidents, analyzing their causes, and reporting on incident management performance. Escalating incidents to relevant stakeholders and suggesting recovery actions and workarounds. Responding to service requests and incidents within SLAs across various channels. Executing releases and escalating lower severity incidents as needed. Communicating effectively about service events and managing recovery for priority and major incidents. Contributing to Continuous Service Improvement by identifying and implementing enhancements. Reviewing and approving changes to safeguard production environments. Generating accurate KPIs, incident logs, and maintaining detailed ticket actions. Participating in the out-of-hours support rotation.
Requirements
Experience in IT Service Operations for 5+ years. ITIL certification or demonstrable experience working in an ITIL aligned environment. Demonstrable experience with at least one programming language (e.g., Javascript, T-SQL). Experience applying software release management techniques. Experience with following and improving Incident Management best practices demonstrated by a track record of effectively minimizing service disruptions, meeting or exceeding SLAs and continuously enhancing incident response procedures for optimal efficiency and stakeholder satisfaction. Experience in various Problem Management reactive and proactive techniques supported by understanding of statistics and quality management concepts. Experience with one, or more, Service Management tools (e.g., Jira or Service Now) Incident and problem management experience and demonstrable skills in this area.. Understanding of IT Security and compliance. Practical experience in problem management, knowledge of risk management. Ability to understand technical disciplines (Networks, Applications, Servers). Level of English – from Upper-Intermediate and above.
Reasons to join us
Experience in teamwork with leaders in FinTech, Healthcare, Retail, Telecom, and others. Andersen cooperates with such businesses as Samsung, Siemens, Johnson & Johnson, BNP Paribas, Ryanair, Mercedes, TUI, Verivox, Allianz, T-Systems, etc.. The opportunity to change the project and/or develop expertise in an interesting business domain. Job conditions – you can work both fully remotely and from the office or can choose a hybrid variant. Guarantee of professional, financial, and career growth The company has introduced systems of mentoring and adaptation for each new employee. The opportunity to earn additional up to 1,700 EUR per month by participating in the company's activities. Access to the corporate training portal, where the entire knowledge base of the company is collected and which is constantly updated. Bright corporate life (parties / pizza days / PlayStation / fruits / coffee / snacks / movies). Certification compensation (AWS, PMP, etc). Referral program. English courses. Private health insurance and compensation for sports activities.Join us
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