Process Manager (Incident, Problem, Change)

RESPONSIBILITIES:

Process:
• Responsible for management, oversight and facilitation of problem issues including day-to-day performance of assigned teams
• Act as a point of escalation for high priority and urgent problem cases
• Accountable for Problem Management effectivity, efficiency and overall process performance
• Responsible for improvements in the Problem Management process

Analysis:
• Problem categorization, prioritization and assignment
• Driving investigation of problems, root cause analysis and tracking implementation of the identified solutions
• Effective and efficient communication with technical support (L1, L2, L3, Problem Analysts), sub-suppliers, relationship managers and process managers

Solution:
• Coordination of recommended solution implementation within Change and Release Management
• Act as an interface between operations, business and service providers to ensure that problems are permanently resolved

Reporting:
• Responsible for providing weekly and monthly comprehensive analytics of process performance (SLAs) both internally and toward the customer

We are leading many exciting projects, which we deliver to our clients within Raiffeisen Bank International Group - develop your career and upgrade your potential within the company.

Attractive benefit package:
- Extra vacation days
- Two sick days
- Flexible working hours
- Accommodation contribution in Slovakia
- Tasty coffee and regular fruit days
- Bank products with special conditions (loans, credit card, bank account)
- Supplementary pension plan