Incident manager

Regional Card Processing Centre, s.r.o.

Place of work
Contract type
Basic wage component (gross) and other rewards
minimum 1 700 € + fix allowances twice a year + bonus (base salary depends on candidates level of experiences and skills)

Information about the position

Job description, responsibilities and duties

We are looking for new colleague to our process management team.
As an Incident Manager, you will use your initiative to manage the process and work with other support parties (internal and external), to ensure the objective is met and process is followed correctly to restore normal operations as quickly as possible. You will find a welcoming and supportive culture that is open to new ideas, change and ways of approaching challenges.

- support investigation and diagnoses of incidents
- ensure incident escalations follow the correct escalation path
- monitor the metrics produced by the process
- use root cause analysis to improve the process further
- report performance against key performance metrics to measure success and ensure the right KPI's are used and goals for success are defined
- driving the efficiency and effectiveness of the incident management process
- produce accurate reporting of business impacts, corrective actions and follow ups
- ensuring compliance to incident management policy, process and procedures
- monitoring the effectiveness of incident management and making recommendations for improvement to increase the efficiency (CSI)
- create and maintain documents (processes, procedures, training)
- provide support to Management
- leadership between groups/people

Employee perks, benefits

Stabile environment in an international company within one of the strongest bank groups in Central and Eastern Europe
- Work on interesting and challenging projects for Raiffeisen banks from IT vendor site
- Social events
- Referral programme

Attractive benefit package:
- Cafeteria plan (allows employees to choose from different types of benefits)
- Bank products with special conditions
- Supplementary pension plan
- Extra vacation days
- Flexible working hours
- Healthcare programme
- Long-term sick leave compensation

Requirements for the employee

Candidates with education suit the position

University education (Bachelor's degree)
University education (Master's degree)

Educational Specialization


Language skills

English - Advanced (C1)

Personality requirements and skills

- IT Service Management knowledge and work experience is a plus (ITIL foundation certificate as advantage)
- communication skills both verbal and written, including the ability to develop presentations and present to senior management
- organizational skills and the ability to manage tasks simultaneously
- ability to work in a fast-paced work environment
- responsible, flexible and creative approach
- solid analytical skills
- customer orientation
- MS office - advanced
- operations experience are welcome
- technical background is welcome


Brief description of the company

RPC provides services in the area of issuance and acceptance of payment cards to member banks of the Raiffeisen Bank International AG Group. We were established as a Shared Service Centre to centralize the Group’s card operations and achieve high efficiency and price competitiveness. Besides Tatra Banka, we are proud to have among our clients the Raiffeisen Banks from Austria, Albania, Bulgaria, Czech Republic, Croatia, Romania, Serbia and Kosovo having a continuous customers base growth.

If you would like to work and gain skills in data analysis, optimization and processing, for sure you will find it here. We are processing large data amounts – cca. 1,5 million transactions per day. Our card processing system receives transactions from merchants from all over the world via POS terminals, ATMs and web. All data are stored in databases, bigger than 6 TB and we expect significant increase in the future. The largest tables contain more than billion records.

We deliver more than 400 changes per year, there is no way you would be bored ;)

Number of employees

150-199 employees

Company address

Regional Card Processing Centre, s.r.o.
Hodžovo nám. 3
811 06 Bratislava


E-mail: send CV
ID: 3462558   Dátum zverejnenia: 2.8.2018   Základná zložka mzdy (brutto) a ďalšie odmeny:   minimum 1 700 € + fix allowances twice a year + bonus (base salary depends on candidates level of experiences and skills)