IT Operations Specialist / Incident Manager (ITIL) (all genders)

We are part of Erste Group – the largest banking group in Central and Eastern Europe with more than 2,500 branches and over 45,000 employees. Our more than 2,000 IT experts and enthusiasts are the bank's Digital Muscle. 

With top notch technology, we drive the realization offers the Group’s vision: To provide human banking in digital times, and to build Financial Health for over 16 million customers in the CEE region.
We aim to attract and develop the best talent and aspire to be an IT employer beyond compare.

The Service Management and Controls department has within responsibility the IT Service Management processes and procedures in order to ensure the reliable and highly available operation of our IT as well as application services. As an IT Operations Specialist / Incident Manager, you will play a crucial role in ensuring the seamless operation of our IT systems and services. You will be responsible for managing and continuously improving the Incident Management Process, utilizing your strong analytical and critical thinking skills. Your ability to understand the broader IT landscape, coupled with your proactive approach to challenges, will contribute to the overall success of our IT operations. 
 

What to do:

• Actively seek opportunities to enhance the Incident Management Process and related ITIL processes
• Set the direction for ongoing maturation of ITSM tool (ServiceNow) to ensure maximum effectiveness with respect to process execution and reporting capabilities
• Collaborate with IT teams, senior management, and other stakeholders to ensure effective communication and alignment of IT operations with business goals
• Consulting stakeholders and supporting implementation of new projects while adhering to our processes (e.g. Cloud transitioning) 
• Conduct reports to measure and evaluate the Incident processes and process quality (examine data quality, analyze KPIs) if necessary elaborate improvement suggestions in case of deviations as well as the implementation of derived measures
• Work closely with other process managers, management and other stakeholders to implement and support effective solutions for ITSM
• Conduct training sessions to increase awareness of Incident Management processes among relevant teams.
   

You check these boxes:

• A completed education (HTL, FH, university and/or experience in the bank IT environment)
• You bring a high problem-solving ability, speak the language of the different internal and external stakeholders
• You are an advanced user of ServiceNow 
• You understand the IT landscape and have experience in IT Service Management and frameworks such as ITIL
• You see the big picture and know how to connect and develop overall our ITSM processes
• You have a solution-oriented mindset and continuously look for opportunities to improve processes and way of working 
• You are well articulated and have great communication skills to address various stakeholders 
• You have a very good command of English (German language is an advantage)  

Why you will like us:

• The opportunity to work in a progressive banking IT area and to develop your own areas of responsibility and to take on responsibility yourself
• Care, collegial working atmosphere characterized by mutual appreciation, team spirit and fun at work
• Possibility to benefit and learn from our international, talented and passionate community at Erste
• Great learning curve through ownership and creative freedom
• Interest groups and clubs: Take part in discussions and get involved in projects. Numerous interest groups invite you to engage with a topic
• Good food: Healthy nutrition and good food are important for our quality of life. With seven restaurants and cafeterias, there’s something to suit every taste on the Erste Campus
• Health Centre – The Erste Campus operates a fully equipped health center that offers all employees a high standard of medical services during working hours.
• New way of work: With our flexible working hours model we want to make your life less complicated. Combing the best of both worlds, remote and company time.
• Employee benefits – Benefit from special conditions for financial services and insurances, supermarkets, clothing stores and many more.
• Employee Referral Program – Become a talent scout for career opportunities in IT. We are rewarding every successful referral for Erste Digital
• Language courses for German & English – Learning a new language unites. We support you with appropriate language courses where you participate together with your colleagues.
• Visa Sponsoring – We support our employees with all the formalities associated with a relocation
• Work-Life-Balance – Home office, paternity leave, sabbatical, sports courses -– we support you in balancing work, family and leisure time
• The minimum wage for this full-time position in accordance with the collective agreement with complete fulfillment of the functional profile is EUR 52.136,-- gross per year. But this is just a formality - we would be happy to talk about your actual salary in person!
• Discover and enjoy the benefits of Erste Group