Major Incident Manager

hace 2 semanas

Boadilla del Monte, España Santander A tiempo completo

Major Incident Manager - PagoNxt

Country: Spain

**WHAT YOU WILL BE DOING**

**PagoNxt is looking for a HELPDESK **, **based in our BOADILLA DEL MONTE office.**

**WHY YOU SHOULD CONSIDER THIS OPPORTUNITY
**PagoNxt **is a new company wholly owned by Santander that incorporates our most disruptive payments & trade businesses into a single, autonomous company, creating one of the largest private fintech companies in the world. This new company will deliver payment & trade solutions for merchants and consumers with compelling technology to become a leading global payments provider in the medium term.

In order to achieve these goal, PagoNxt is organized in three different business:

- Merchant Solutions, for merchants and acquirers.
- Trade Solutions, for corporates and SMEs.
- Consumer Solutions, digital products and services for individuals.

This role will be part of our PagoNxt Trade Solutions team and will be responsible for delivering fast, efficient trade finance, supplying chain and FX payments solutions for international SMEs that were once only accessible to larger corporations.

Santander is proud of being an organization where there are equal opportunities regardless of gender identity, culture and disability. Our mission is to contribute to help m ore people and business prosper. We embrace a strong risk culture and all of our professionals at all levels are expected to take a proactive and responsible approach toward risk management.

**WHAT YOU WILL BE DOING**

As a **Major Incident Manager **, you will actively manage both incidents and problems alongside both the reporting of Incident/Problem metrics and improving the service

We need someone like you to help us in different fronts:

- To manage and maintain the Major Incident process and associated procedures initiating the Major Incident process when required, facilitating the end-to-end process to ensure timely resolution
- Providing an escalation point for Service Delivery Managers to discuss details of any rejected escalations and ensure they are informed of progress to ensure consistent and timely feedback to customers
- Responsible for key activities during an incident or crisis including being responsible for both the co-ordination of resources to restore service and the communication process to keep clients and Management updated with Incident progress

EXPERIENCE
- 2+ experience managing incidents in an IT setting
- Experience of working in a financial services setting

SKILLS & KNOWLEDGE
- Detailed understanding of the ITIL Framework and experience meeting Service Level Targets
- High level of working in an IT Service Delivery function
- Substantial experience of completing assessment and analysis of major incidents and resolutions
- High level of understanding of computers and supporting infrastructure to identify common issues
- Proficient in customer service techniques for ensuring that full account is taken of customer’ real and stated needs in the delivery

OTHER INFORMATION
- This is a hybrid role with 3 days per week in the office.
- If you want to know more about us, follow us on _

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