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Bratislava, SK

IT Support Manager


About iptiQ

iptiQ is a risk tech start-up within Swiss Re Group. Swiss Re is one of the world’s leading providers of reinsurance, insurance and other forms of insurance-based risk transfer. We anticipate and manage a wide variety of risks, from natural catastrophes and climate change to cybercrime.

iptiQ provides digital, bespoke and transparent L&H and P&C protection products in a B2B2C manner. Founded in 2014, we're transforming the way consumers buy insurance with a unique digital insurance engine which incorporates the latest technology with world-class underwriting capabilities. We build strong partnerships to sell insurance via trusted brands.

iptiQ offers a flexible working environment where curious and adaptable people thrive. Are you interested in joining us?


About the Role

At iptiQ we are a passionate team delivering a best-in-class healthcare product designed to make high-quality healthcare easy to access. 


We are looking for an IT Support Manager to lead and work with a dedicated team of support engineers who manage technology that enables our infrastructure and platform to work effectively and securely. This team also provides support for integration with enterprises that offer iptiQ healthcare services. Our support engineers have deep knowledge of IT services in an AWS cloud environment, strong expertise in incident and release management, and skills needed to build robust tools to improve operational efficiency. 

The IT Support Manager's responsibilities include:


•    Deploy technical support services and processes that meet iptiQ business needs, aligned with scalability and quality requirements.
•    Drive initiatives to optimize services and processes and increase productivity of IT’s customers, improve IT efficiency, reduce cost and enhance availability of iptiQ platform portfolio. 
•    Collaborate closely with a broad range of stakeholders including business operations, engineering teams, external partners’ IT teams, product and operations teams, and other iptiQ teams.
•    Guide support engineers to set and achieve skill and career development goals that enable them to confidently perform support activities and raise the team’s performance bar.
•    Implement best practices for processes such as measuring and reporting IT performance, incident management, managing technical and customer-facing documentation, and managing ticket and customer service quality.

About You

The ideal candidate should have:


•    University degree or 5 years of experience in computer science or other relevant discipline. 
•    2+ years of experience in an IT support environment recruiting engineers, managing teams and supporting a range of third party cloud-based business solutions is a mandatory requirement; resumes without this experience will not be considered
•    2+ years of experience delivering IT service improvements and managing IT service improvement projects
•    2+ years of experience extracting IT service data from an ITSM solution for metrics reporting, and interpreting metrics that measure support success and enable service performance management.


About our IT team


Our department is responsible for managing iptiQ's IT infrastructure and Kubernetes platform. We are responsible for building and maintaining reliable, secured and resilient infrastructure that enables us to provide best possible quality of service to our distribution partners. We are also providing support to various teams in iptiQ with incident, release and security management. 


You would be part of the group located in Bratislava, while also cooperating with the groups in different countries around Europe.


This position involves on-call responsibilities. We don’t like getting paged in the middle of the night or on the weekend, so we work to ensure that our systems are fault tolerant. When we do get paged, we work together to resolve the root cause so that we don’t get paged for the same issue twice. 


A day in the life 


Our team puts a high value on work-life balance. It isn’t about how many hours you spend at home or at work; it’s about the flow you establish that brings energy to both parts of your life. We believe striking the right balance between your personal and professional life is critical to life-long happiness and fulfillment. We offer flexibility in working hours and encourage you to find your own balance between your work and personal lives. 


Mentorship & Career Growth 


Our team is dedicated to supporting new members. We have a broad mix of experience levels and tenures, and we’re building an environment that celebrates knowledge sharing and mentorship. We care about your career growth and strive to assign opportunities based on what will help each team member develop into a better-rounded contributor. 


This job offer is suitable for people who have been impacted by the invasion of Ukraine.


The minimum gross monthly base salary for this role is 3000 EUR full time. Our final offer to you will be set up fairly, considering the skills and experience that you bring to the Swiss Re Group. You can look forward to extra rewards and benefits including an attractive performance-based bonus.


We are an equal opportunity employer, and we value diversity at our company. Our aim is to live visible and invisible diversity – diversity of age, race, ethnicity, nationality, gender, gender identity, sexual orientation, religious beliefs, physical abilities, personalities and experiences – at all levels and in all functions and regions. We also collaborate in a flexible working environment, providing you with a compelling degree of autonomy to decide how, when and where to carry out your tasks.


We provide feedback to all candidates via email. If you have not heard back from us, please check your spam folder.


Reference Code: 104291 


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