Senior Data Systems Analyst in price governance at Porto, ensuring integrity and performance standards. Collaborating with various departments to align strategies and produce compliance reports.
About the role
- Technology Service Analyst managing high severity IT incidents for Deutsche Bank. Ensuring effective management of business impacting incidents with strong communication and process adherence.
Responsibilities
- Management of High Severity Incidents
- Scribe & record all details during Incident Management bridge calls and support L2 Incident Manager when requested
- Document timeline of key elements during an Incident with clear status & ownership to aid handover to Problem Management
- Provide Communication through verbal or written updates to Incident Manager when requested
- Undertake Hierarchal and Functional Escalation
- Adhere to Incident priorities and escalation procedures
- Continuously update work instructions
- Prepare Incident Managers handbook, regular updates and maintenance, including Incident Reporting Guidelines & Incident Manager Reference Guide
- Follow process metrics
- Documentation of risk and compliance issues and indicators
- Reporting
- Report weekly, monthly, quarterly and yearly KPI(s)
- Create reports on regular basis to Senior Management and Incident Managers internally. Provide metrics on trend analysis and ticket data as preparation for meetings and workshops.
- Initiate and perform the incident management QA-Cycle.
- Support the organization in providing information to support audit requirements.
- Prepare and document the Incident Manager handover, by region
- Undertake Continual Service Improvement activities
- During non-core hours and at weekends proving operational management of the Incident Management Support team
Requirements
- 5+ years in IT Incident Management, preferably in a large enterprise environment.
- Expertise in ServiceNow Incident Management.
- Exceptional communication (written and verbal) and stakeholder management skills.
- Proven ability to lead technical teams during critical incidents.
- Strong problem-solving and analytical capabilities.
- ITIL V3/V4 Foundation certification.
Benefits
- Best in class leave policy
- Gender neutral parental leaves
- 100% reimbursement under childcare assistance benefit (gender neutral)
- Sponsorship for Industry relevant certifications and education
- Employee Assistance Program for you and your family members
- Comprehensive Hospitalization Insurance for you and your dependents
- Accident and Term life Insurance
- Complementary Health screening for 35 yrs. and above
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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