IT Production Manager

Role Overview

• Monitor critical Business services and related IT applications, with extended support, according to bank-defined priorities or needs;
• Conduct initial investigations necessary for proactively identifying or remediating incidents in their early stages, based on existing documentation and instructions;
• Escalate incidents to levels 2 and 3 support or external support (Erste Digital) if resolution is unsuccessful at the local technical team level;
• Coordinate the initial investigation of major incidents and ensure communication with all business or technical entities involved in resolving incidents;
• Ensure the tracking of patch and maintenance activities (both outside and during working hours) according to schedules;
• Act as a single point of contact for major change support and after-hours support for Erste Group's support and maintenance entities;
• Record incidents raised through various communication channels / or identified through monitoring alerts, classify and assign incidents posted on the internal IT Outages portal;
• Monitor the progress of incident resolution according to assigned competencies, utilizing the knowledge held;
• Ensure the follow-up process / initiation of incident report completion for identification of root cause critical incidents, resolution and prevention of subsequent similar incidents, in collaboration with the responsible IT areas;
• Inform business partners about the existence and status of resolving major incidents in progress;
• Verify with end-users whether the proposed solution resolves the problems and, if confirmed, close the incident;
• Periodically inform about the occurrence of incidents if they are repetitive, escalating potential problems generated by them to the responsible technical teams;
• Execute any tasks received in connection with his/her activity, entrusted by the hierarchical superior and which do not contravene the legal provisions in force.

Requirements

• BSc or higher education in economics or computer science;
• Minimum 2 years’ experience in the field;
• Good knowledge of banking activity, specific legal and internal regulations of the field of activity;
• Medium technical knowledge in the areas of IT infrastructure administration, networks and communications, IT security, central servers and related operating systems, databases, middleware and IT applications;
• Knowledge of the principles of systems used in IT security operation
• SIEM, IDS/IPS, firewall, web application firewall, DLP, DoS/DdoS, Antivirus/Antimalware is an advantage;
• Legislative knowledge and specific regulations in the IT and financial banking field;
• Experience with IT monitoring and incident management policies and procedures, maintaining and improving technical documentation specific to monitoring activities;
• English language – conversational.

Benefits

• Monthly budget for flexible benefits through the Benefit Online platform;
• Performance-based bonus;
• Banking facilities, benefits for private pension and discounts on insurance policies;
• Gifts for special occasions;
• Private medical services for you and your family;
• Hybrid and flexible work schedule;
• Up to 27 vacation days depending on your professional experience;
• Extra 7 days off per year if you have used up your vacation days;
• One day off for your birthday;
• Wellbeing, personal and professional development programs, and platforms that allow you to learn anytime, anywhere, and from any device;
• Subscription to Bookster.