Incident Manager in SDC
The systems must be open and accessible when the users need them. We aim to have an opening time of at least 99.7% - 99.9%, measured as a monthly average, for all online systems. This requires full focus and SDC’s competent Incident Managers plays a significant role in reaching our ambitious targets.
We are looking for a new colleague to join the team of 5 experienced colleagues – counting you in.
Critical thinker who thrive in an unpredictable setting
Essentially you are responsible for the upkeep and smooth operations of our IT systems, overseeing all aspects of the incident management process, from evaluation to resolution. Recording all issues and helping to design ways to prevent similar problems in the future. You will manage the technical support teams, create procedures to deal with problems and develop solutions.
You possess strong problem solving, analytical and time management skills and enjoy solving complex problems related to IT system.
Skills and knowledge are one thing – having the “mindset” of a true incident manager is more important: the ability to handle and perform in stressful situations. Eager to learn new stuff daily and mastering the art of getting the right people together at the right time and getting thins done.
Drive the day-to-day critical Incident
Collaboration is key to success, and you will have daily contact with SDC's development teams and our partner/Vendors. As mentioned, the unexpected is the coolest part about the job, but let’s list some of the expected task:
- Act as link between SDC Customer Support and SDC's development teams and 3 parti vendors.
- Ensure KPI targets fulfilment.
- Manage escalations.
- Drive Continual Improvement; in co-operation with internal and external stakeholders based on data you analyze, process challenges, and suggest corrective and/or preventive actions.
- Coordinate the implementation of improvements related to the health of Incident Management process.
- Ensure data quality for reporting.
- Update/create new process documentation on demand.
- Provide process guidance to our technical teams and report on potential process gaps.
- Participate in Incident Management Audits.
SDC is a great place to work
As an employee, you will be motivated by a changeable, challenging daily environment where you will enjoy room to grow and make your mark, both in your own sphere and in the ongoing development of SDC.
You get flexible working conditions, pension scheme and health & dental insurance. You also get a 6th holiday week, 5 extra days off, increased holiday compensation, etc.
Solid experience in Incident management area
Previous experience from a similar position is required and it’s a plus if you have been working with systems in FinTech and know how ServiceNow is working. You have a good understanding of the ITIL framework, and you are preferably ITIL certified. Advanced Excel knowledge and previous experience with data analysis is a plus.
You should be confident in communicating with both colleagues and customers.
As a person you can make yourself heard, understood, and respected by colleagues. You excel in your ability to push for implementation, while maintaining a good relationship with many stakeholders.
An analytical mindset and a structured approach combined with a high sense of urgency are crucial skills to be a success in the position.
You must be fluent in Danish and English and have a good understanding of Norwegian and Swedish.
Application and contact information
Should you wish to know more about the position, you are welcome to contact Department Manager Laila Willems Jørgensen on +45 2911 7283.
It all started back in 1963, when a series of small savings banks went hand in hand with a dream of economies of scale and electronic bookkeeping. That dream still drives us. Today, we are 100+ both small and large banks from all over the Nordic region, who are part of the community, because shared solutions make us stronger.
We are over 700 colleagues in Ballerup and Warsaw, who work together every day to deliver a good banking experience to the users of 100+ Scandinavian banks. Many of our solutions are developed jointly for all customers - some for a small group. Common to them is that we want to maximize the customers’ benefit from the solutions and minimize the risk of not meeting the customers' needs.
The future demands more of SDC. The banks are working to adapt to the needs of the market, at the same time they are being met with increasing demands for regulation and efficiency. SDC works hard to be at the forefront of the customers’ needs and continue to be the preferred provider of solutions to Scandinavian banks.
SDCs mission is to offer small and medium sized Nordic banks efficient, user-friendly and open systems via a balanced mix between self-development and collaboration with the best partners in the market.
Application Deadline 16th og January