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15.09.2020
★★★★★ Incident Manager, ДеГиро – Клон България КЧТ
Месторабота София; Постоянна работа; Пълно работно време; Езици: Английски
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Incident Manager

Description:

In 2013, DEGIRO launched its online brokerage services in The Netherlands. Since then, DEGIRO has expanded across 18 European countries enabling retail investors to benefit from a highly competitive commission structure. As a result, DEGIRO has quickly become one of the largest brokers in Europe.

We provide an award-winning online platform for all types of investors and offer our customers the opportunity to invest globally at unprecedented low rates.

Our success is our strong community of top professionals: we have grown from 40 energetic early birds to over 340 highly devoted specialists in just a few years! We proudly occupy landmark buildings in Amsterdam and Sofia.

Your career at DEGIRO starts with an in-house training program where we cover all facets of our business processes. After this program, you gradually take on more responsibilities. Throughout the first year, you will learn about the financial markets, including exchanges, regulations and tax, as well as compliance, our unique platform and services.

We are currently looking to expand our experienced and international team with another skilled and motivated member. As an Incident Manager you will manage the day-to-day operations of a team of IT Level 1 support agents, coaching team members in understanding how to address various types of IT incidents in compliance with DEGIRO policy and process. Based on ITIL best practices, you’ll take the lead in establishing the procedures and tooling for delivery and performance measurement of a quality incident management process, and then work with your team and stakeholders to ensure that these are adopted and adhered to.

You will be responsible for monitoring, analyzing and reporting trends in incidents, issues and risks and compliance with DEGIRO policy and process, cataloguing and prioritizing remedial work in conjunction with senior management to ensure a reduction in future incidents. Alongside this you will also be responsible for providing Command and Control during major and significant incidents, bringing together support teams to ensure speedy resolution.


Responsibilities:

  • Manage daily operation of the IT L1 support team;
  • Monitor incident response times and user satisfaction levels;
  • Coordinate activities to respond to major incidents and serve as an escalation point;
  • Direct support resources to where they are most required;
  • Escalate lack of progress with incidents;
  • Consult with experts to ensure integrated actions plans;
  • Monitor issue resolution and liaise with stakeholders;
  • Analyze and report trends in incidents and contribute to the service improvement roadmap;

Requirements:

  • Bachelor degree in Computer science, Data Analyst or equivalent;
  • 3+ years in similar role;
  • ITIL Foundation (V3/V4);
  • ITIL Intermediate Service Operation (V3);
  • ITIL Operational Support and Analysis (V3);
  • ITIL Continual Service Improvement (V3);
  • Affinity with financial markets is a plus;
  • Excellent communication skills and the ability to build relationships at all levels across IT;

Personal skills:

  •  You have excellent people and soft skills as well as verbal and written communication skills that can adapt to various audiences;Self-motivated and flexible with a 'can do' attitude;
  • A proactive and independent work style with a continuous improvement mind-set; excellent organizational and time-management skills;
  • Strong analytical skills with the ability to successfully troubleshoot and problem solve;
  • High level of drive and commitment;
  • Excellent written and oral communication skills with a keen attention to detail;
  • Ability to cope with conflicting demands and to prioritise tasks;
  • The ability to work to tight deadlines and stay effective in high-pressure situations;
  • Proven ability to work in a fast-paced, team-oriented, and collaborative environment;

What we offer:

  • Attractive remuneration package;
  • Performance-based bonus;
  • Education and training opportunities;
  • Career development opportunity in a fast-growing FinTech company;
  • Personal development focus and support;
  • We offer you a challenging job within a fast forward moving company and the opportunity to work with the best in the industry;
  • Multisport card for access to many different sport facilities;
  • 25 paid leave days;
  • A Premium additional Healthcare package;
  • An iconic and modern work environment ( Millennium Center in downtown Sofia);
  • Fresh fruit in the office every day;
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