Service Level IT Specialist - Santander Digital Services - #7453097

Country: Spain

Hello! You've arrived at the place where the technology that improves the lives of 160 million customers around the world is developed.

This job offer is the opportunity to not only join a great company, but to collaborate on projects that have a real impact on society.

Santander Digital Services is looking for a Service Level IT Specialist for its Wealth Management & Insurance division for our offices in Boadilla del Monte (Madrid) with at least 2 years of experience.

If you're curious about what your future at Santander would look like... this is just getting started. The first thing is to introduce ourselves:

At SANTANDER DIGITAL SERVICES, technology is central to everything our clients and employees do. Through continuous innovation, working with Agile methodologies, we adopt the top technologies in the market to work with the best technological stack.

We have received the "Top Employer" distinction at the Spanish, European and Global level for the sixth consecutive year and we are very proud to be an equal opportunity organization. We are building a dynamic and proactive team. We just want you to bring good vibes, commitment to society and share our values, we don't care where you come from or where you go .

What are we looking for?

We are looking to incorporate for the position a Service Level IT Specialist for being part of the Incident Management, Problem Management and Service Level Management processes in Wealth Management & Insurance division, with skills to identify improvement opportunities in the IT Production Service.

What we expect from you:

Required Qualifications

• 2+ years of experience in incidence management and communication with provider/user areas, ideally on Agile.
• Ability to establish strategic alliances to facilitate the needs of other areas.
• Impact / risk / priority / urgency analysis.
• ITSM / Monitoring-Observability (Dynatrace-Elastic-...) / ALMA Product / Cloud architectures (AWS, Azure…) / Oficce365 / Qlik-Power BI / Control-M / JIRA.
• Advanced English level (B2 upper intermediate or higher).
  
  

Preferred Qualifications

• Task Force Participation/Governance.
• Experience on Incidence and Problems management.
• ITIL Foundations certification in the process of Incident Management, Problem Management, Service Level Management.
  
  

What you will add value in:

• IT Production Support Management N0, modulating the prioritization and scaling and ensuring the monitoring and control of the incidents.
• Consolidate and oversight the Global Service Level for Wealth entities and close Collaboration with EUT in the Requests generated by End User, in order to have a global vision of the most relevant incidents.
• Manage and analyze problems, identifying root causes of recurrent incidents or with common origins, creating/promote of Improvement Plans ensuring the continuity and results of these.
• Control and interpret Service Level reports (KPI's, KRI's of the WMI entity's) with strategies/Quality Plans and actions as a result of the analysis.
• Manage communication with service stakeholders like Suppliers, Customers, Users, Owners T&O and business customers in Ticketing Management: Prioritizations, Status Queries, Ticket Progress, Escalation of Incidents, quality and problem resolution plans.
• Collaboration with Product/Application/Service Support teams in the work they do to resolve Tickets.
• Critical Incident Manager Coordination: Communication to IT Delivery and Transversal Run teams through defined channels (email, GIM teams, telephone).
• Collaborate to Implement the Observability Strategy that ensure the service control (Morning Flash alerts, ALMA, application monitoring).
  
  

How you will work with us:

• In a team!!! With dynamic, proactive and open to change colleagues.
• Hybrid work model (you telework some days and others you meet with your team in the office).
• Flexibility in and out of the office.
• Possibility to travel (collaboration with countries) and collaborate with teams in those countries.
• International opportunities to develop in different units and countries.
• Continuous training in technical and innovative topics to always be up to date and be able to develop your work.
• Career plan for you to grow professionally and see your effort and work rewarded.
• Very competitive salary and bonus.
• Social benefits (special interest rates for loans, preferential banking conditions, pension plan, life insurance, etc.).
  
  

If you want to know more about the technology we develop in Santander or see other offers, visit our website www.betechwithsantander.com