Major Incident Manager

1 dzień temu

Warszawa, Mazovia, Polska 11101 Citibank Europe plc Poland Pełny etat

Job Overview

Citi Solutions Center Poland is seeking a highly skilled Major Incident Manager to join our team. As a key member of our IT service management team, you will be responsible for owning and driving the activities related to the Major Incident Management process for Citi's franchise critical applications and business services.

Key Responsibilities

  • Providing EMEA shift coverage in a 24x7x365 operational team.
  • Leading and managing high severity major incidents in a time-critical environment.
  • End-to-end ownership of major incidents with the aim to minimize the time to restore services.
  • Excellent verbal and written communication skills with the ability to analyze, articulate, and present complex issues clearly and concisely.
  • Knowledge of incident management best practices as part of continuous service improvement to improve and enhance the process.
  • Experience in using service management toolsets like Service Now or SaaS to log and manage incidents.

Requirements

  • A minimum of 2 years of experience in major incident management or service management functions.
  • A relevant educational background and certifications like ITIL combined with practical best-practice process experience.
  • Fluent in English. Proficiency in Spanish is a plus but not mandatory.
  • A highly motivated self-driven approach with a positive can-do attitude, with the ability to keep a perspective on the bigger picture and necessary details to ensure continuous improvements.
  • Stakeholder management skills on several organizational levels including peers, business users, service owners, and executives.
  • Intermediate knowledge of MS Excel, PowerBI, Tableau is a plus.

What We Offer

By joining Citi Solutions Center Poland, you will not only be part of a business casual workplace with a hybrid working model (up to 2 days working at home per week), but also receive a competitive base salary (which is annually reviewed) and enjoy a whole host of additional benefits such as:

  • Private Medical Care Program
  • Life Insurance Program
  • Pension Plan contribution (PPE Program)
  • Employee Assistance Program
  • Paid Parental Leave Program (maternity and paternity leave)
  • Sport Card
  • Holidays Allowance
  • Sport and team recreation activities
  • Special offers and discounts for employees
  • Access to an array of learning and development resources
  • A discretional annual performance-related bonus
  • A chance to make a difference with various affinity networks and charity initiatives.

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