Loading...
Share this Job
Location: 

Bratislava, SK

 

Incident and Problem Manager (temporary maternity cover, eligible for graduates as well) 


About Swiss Re
 

Swiss Re is one of the world’s leading providers of reinsurance, insurance and other forms of insurance-based risk transfer, working to make the world more resilient. We anticipate and manage a wide variety of risks, from natural catastrophes and climate change to cybercrime.

At Swiss Re we combine experience with creative thinking and cutting-edge expertise to create new opportunities and solutions for our clients. This is possible thanks to the collaboration of our 15,000 employees across the world.

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

 

About the Role

 

Would you like to act as internal incident & problem management "policeman/woman" and client's advocate on IT service he is getting?

 

[Story / sample case]: A SwissRe HR administrator is using on daily basis an HR application for his work; or a Claims specialist an expense processing application. They are having issues in some of the applications and need to open tickets to IT teams to fix them. IT function takes over, solves the issue and HR admin, Claims specialist (or any other internal application user) can continue to work with the application. But … sometimes the user is not satisfied with having repetitive issue he/she needs to address, sometimes the user is not satisfied with the resolution/response time based on issue priority, or with the quality of the answer.

 

It is YOU who can change this by controlling the IT service quality according to the company standards and having satisfied internal customer.

 

HOW do you do that? 1.) You help the 1st level support team / service desk to have enough information for solving basic customer's issues 2.) You evaluate how good job does the IT service provider (2nd level support) do and if that is aligned with agreed KPIs/SLAs 3.) You point to potential improvements of provided IT service and identify repetitive problems to address the need of a permanent solution

 

WHAT do you do:

  • manage internal incident and problem management process for SwissRe Operations applications is followed correctly (evaluate related KPIs measurements).

 

WHO do you work with:

  • Applications Managers (inside the team) relying on your analysis of repetitive issues and concerns from endusers
  • IT support team (external provider) – checking and communicating KPI measurements and identify next actions
  • Internal customer – application user expecting none or minimum problem when working with an application
  • first level support team (service desk)

 

Your activities will cover:

  • Daily follow ups on high priority tickets in available dashboards whether they are getting proper attention by the external IT support team
  • Daily check on overdue tickets in the ticketing system (if they are set up correctly in ticketing system and next action is planned), and addressing where needed
  • Monthly check on various KPI's / criteria based on random tickets sample and communicating the results to external IT provider representatives
  • adopting global processes for the usage on team/division level
  • driving a ticket resolution by the external IT support team in case customer is not satisfied with the solution / problem is still persisting
  • Monthly data evaluation of customers satisfaction survey, elaborate on customer feedback for individual tickets in case the feedback does not contain sufficient information
  • Analyze repetitive incidents and address the findings and need for innovative solution to responsible counterparts
  • Acting as facilitator for involved IT functions in case coordination is required to reach a solution for the internal customer
  • Maintain and coordinate updates in available documentation

 

About the Team

 

Customer Experience and Digital Delivery (CEDD) is mandated to shape and improve customer experience and drive the digital transformation within Group Operations, beyond traditional silos and across divisions, services and touchpoints. In addition, the unit delivers managed customer care services on behalf of Group Operations divisions through multiple channels and acts as a single point of contact for customers through the ContactOne portal and a central service desk for all Group Operations services.

 

The Operations unit consists of teams that drive the continuous improvement of Group Operations services together with the respective Service Delivery Units within our partner organisations. Also, they operate a diverse portfolio of IT applications with the objective to seamlessly integrate these into the end-to-end service offering of Group Operations towards our customers. To do so, the Operations team extensively collaborates and appropriately involves other units within CEDD (e.g. Customer Experience & Analytics) and directly interacts with representatives/SMEs from our partners.

 

About You

 

  • We are looking for a self-driven, and motivated person with analytical skills and basic IT knowledge.
  • Basic understanding what incident and problem management is about (experience and ITIL framework knowledge is welcome). Potential experience in processes / KPIs / compliance / internal audits …
  • Experience with work in ticketing system (Service Now) is welcome
  • Customer oriented and focused on ensuring a high quality delivery of work
  • Detail and process oriented
  • Team player with opportunity to collaborate with international teams and customers
  • Self-driven, motivated and eager to learn
  • Strong communication skills in English (experience with virtual cross-team or vendor communication)
  • Proactive approach on addressing space for service improvement

 

This role is a temporary maternity cover role for 9 months. 

 

Minimum base salary for this job from 1700 EUR gross/month/full time. Our offer to you may be higher based on your skills and experience and will include additional rewards and benefits.*

 

*We are required by law to disclose basic wage component (minimum salary) for the advertised positions. We carefully consider your professional competencies, qualifications and experience in our compensation package and/or when offering you other positions. Our compensation philosophy is to pay fairly, also considering market situation and the value employees may bring to Swiss Re.

 

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.


Keywords:  
Reference Code: 90942