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About the role
- Senior IT Problem Manager leading IT Problem Management processes at Luminor. Collaborating with technical teams for comprehensive root cause analyses and ensuring efficient IT operations.
Responsibilities
- Serve as the primary advocate and driver of the IT Problem Management process, ensuring its efficiency and maturity
- Lead technical investigations and conduct comprehensive root cause analyses (RCA) in coordination with relevant technical teams
- Monitor the implementation of corrective actions based on RCA outcomes and ensure accountability
- Oversee and align Problem, Incident, and Change Management processes in accordance with governance and compliance standards
- Collaborate with the Process Owner to define and refine workflows, responsibilities, and performance metrics
- Prepare regular reports on IT operational performance, risk, and compliance for senior management and regulatory stakeholders
- Evaluate the effectiveness of IT operations activities and recommend enhancements
- Foster a culture of collaboration, accountability, and continuous improvement within the IT Operations function
Requirements
- Bachelor’s degree in Computer Science, Information Systems, or a related field; a Master’s degree is considered an advantage
- ITIL Foundation or intermediate-level certification is preferred
- Significant experience in IT Service Management with a strong understanding of ITIL or equivalent frameworks
- Proven ability to lead root cause analyses and work closely with technical stakeholders
- Experience and understanding of IT infrastructure, cloud computing, application development, cybersecurity, and database management
- Hands-on experience with ITSM tools such as ServiceNow, JIRA, and monitoring platforms
- Advanced proficiency in MS Office
- Fluent English is required in spoken and written communication due to working on the Pan-Baltic level
Benefits
- Flexible working hours, Hybrid work, and the possibility to work from anywhere in the EU, Iceland, Switzerland, and the UK (in total 90 days per year)
- Additional weeks of vacation are available to all employees who have been in the company for 1 year or more
- You will get additional days off for volunteering purposes
- 30 fully paid calendar days for military training every year
- Health insurance after the first 3 months pass in all three Baltic states
- Health days in case of your absence due to sickness without a doctor's note needed
- Access to tools and resources that help you feel good and be productive at work and in life
- Internal and external training programs, LinkedIn learning, workshops, conferences, online training, etc
- Enjoy special offers & pricing for products and services provided by Luminor
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