Major Incident Manager - Pagonxt

Major Incident Manager - PagoNxt

Country: Spain

WHAT YOU WILL BE DOING

PAGONXT is looking for Major Incident Coordinator , based in our BOADILLA DEL MONTE / Alhambra 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 this 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.

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 more people and business prosper.

WHAT YOU WILL BE DOING

As a Major Incident Coordinator , your main responsibilities will be: The overall responsibility of this role is to actively manage both incidents and problems alongside both the reporting of Incident/Problem metrics and improving the service.

• 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 years experience managing incidents in an IT setting
• Experience of working in a financial services setting

EDUCATION

• Systems Engineering, Maths, Physics or similar.

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.