Senior Operations Support Lead Analyst providing comprehensive operations support services for Citi's Servicing Division. Ensures risk management integration and process compliance across various business groups.
About the role
- IT Operations Centre Operator ensuring 24/7 operational stability and compliance management for Luminor's IT services while collaborating in a dynamic team environment.
Responsibilities
- Participate in 24/7 IT operations shift ensuring stability and compliance
- Log, filter, enrich, correlate, and update IT event tickets and assess event significance
- Trigger incident creation based on event severity and maintain integration between ITSM and event platforms
- Participate in monitoring reviews and suggest improvements to event handling procedures
- Ensure alignment with ITSM standards and compliance
- Execute agreed 24/7 Standard Changes
- Work with the Process Owner to define and communicate process rules, workflows, roles, responsibilities, and accountabilities
- Monitor and supervise IT operations effectiveness and recommend improvements
- Foster continuous improvement, innovation, and collaboration in the IT operations team
- Contribute to team and company performance through networking, collaboration, and leadership
Requirements
- Strong analytical skills and ability to work in a 24/7 environment including on-call rotations
- Understanding of IT infrastructure, monitoring tools, and event correlation
- Familiarity with ITSM platforms and monitoring tools (e.g., ServiceNow, JIRA)
- Bachelor’s degree in Computer Science, Information Systems, or a related field; Master's is a plus
- ITIL certification preferred
- Willingness to work in 24/7 shift model divided into three rotating shifts (morning, afternoon, night) including weekends and holidays as scheduled
- Fluent English is required in spoken and written communication due to working on the Pan-Baltic level.
Benefits
- Flexibility. 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
- Volunteer time off. We care about giving back to society, therefore, you will get additional days off for volunteering purposes
- Paid leave. We are proud of our employees who are participating in military training. Therefore, Luminor offers 30 fully paid calendar days for military training every year
- A competitive benefits package in addition to your salary that includes health insurance after the first 3 months pass in all three Baltic states, as well as 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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