Major Incident Manager @

2 weeks ago

Kraków, Lesser Poland, Czech Republic HSBC Technology Poland Full time
  • Past working experience in a relevant role, i.e. Proven experience working within an IT position
  • Excellent written and spoken communication skills; an ability to communicate with impact, ensuring complex information is articulated in a meaningful way to wide and varied audiences
  • Ability to understand technical and business processes to a level that allows them to set actions, understand the urgency and drive incidents through to conclusion at the earliest
  • Planning and managing projects and activities systematically in line with business priorities, using a variety of analysis and problem solving techniques
  • Ability to work under pressure and tight deadlines
  • Relevant product knowledge including knowledge of Microsoft office literate
  • A flexible and adaptable approach to change and support others to respond in a similar way
  • Availability to work the shift pattern, the Core Days pattern covers two shifts 07:00 - 15:00 and 10:15 - 19:15 UKT (including Bank Holidays).

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Your career opportunity
We have a unique opportunity for you to join our team and adhere to the Group Major Incident Management
processes & procedures to efficiently manage and communicate the recovery of IT services. Capture accurate
incident lifecycle milestones & drive improvement of recovery times. Your role will be to lead service recovery of
incidents of High and Critical threat levels, facilitating both technical and business calls with key teams and
stakeholders. Build and maintain effective working relationships with IT colleagues and business partners.
Once an incident has been recovered from, you will be responsible for ensuring that all known root cause details
are documented and appropriately communicated via Major Incident Reviews in conjunction with the Problem
Management discipline to track actions and prevent a recurrence of the incident. For all incidents whereby service
outage is experienced, you will be responsible for ensuring that a Problem Record is raised to the appropriate team
for further analysis.

What we offer

  • Competitive salary
  • Annual performance-based bonus
  • Additional bonuses for recognition awards
  • Multisport card
  • Private medical care
  • Life insurance
  • One-time reimbursement of home office set-up (up to 800 PLN).
  • Corporate parties & events
  • CSR initiatives
  • Financial support with trainings and education
  • Nursery discounts
  • Social fund
  • Flexible working hours
  • Free parking
,[Restore normal service as quickly as possible, minimising adverse impact to the business., Recover Technology systems and services in accordance with business/Technology service level agreements, in conjunction with technical support teams and in line with global incident management processes., Build and maintain effective working relationships with Technology colleagues and business partners, Facilitate technical investigations by virtual teams to recover services from IT incidents, Set actions and monitor their progress during IT incidents and contribute to the development of a globally consistent and efficient Incident Management process, Communicate the impact of incidents and the progress towards recovery to a wide network of recipients using standard Incident Management tools, Ensure that recovery steps are auditable and compliant] Requirements: Communication skills, Past working experience, IT, business processes, work under pressure Additionally: Training budget, Private healthcare, Flat structure, International projects, Multisport card, Monthly remote work subsidy, Psychological support, Conferences, PPK option, Annual performance based bonus, Integration budget, International environment, Small teams, Employee referral bonus, Mentoring, Workstation reimbursement, Company share purchase plan, Childcare support programme, Bike parking, Playroom, Shower, Canteen, Free coffee, Free beverages, Free parking, In-house trainings, In-house hack days, No dress code, Modern office, Knowledge sharing, Garden, Massage chairs, Kitchen.

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