Location: 

Bratislava, BL, SK

 

IT Service Analyst (contract untill December 31st 2020) 


About Swiss Re

The Swiss Re Group 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. It anticipates and manages risk – from natural catastrophes to climate change, from ageing populations to cybercrime. The aim of the Swiss Re Group is to enable society to thrive and progress, creating new opportunities and solutions for its clients. Headquartered in Zurich, Switzerland, where it was founded in 1863, the Swiss Re Group operates through a network of around 80 offices globally. It is organised into three Business Units, each with a distinct strategy and set of objectives contributing to the Group’s overall mission.

 

About the team

The IT Service Coordination Team is a global team currently based in Armonk (US), Hong Kong (China), and Folkestone (UK), where the "follow-the-sun" rota assures a 24/7 support model. As part of the Connectivity Services organization, the IT Service Coordination Team is interaction with all sub-departments for all sorts of IT Service Operations matters. The Connectivity Services organization spreads its wings across several locations, where different cultures, backgrounds and skills merge to accomplish operational excellence. Our motto is: Client centricity, a positive service experience and value-add to our customers' business is what makes us tick!

 

About the role

We are looking for an IT Service Analyst with a great passion for internet network protocols, cyber security, and network infrastructure to join our global IT Service Coordination team. We are equipped with solutions & tools to obtain a realtime health-status of IT systems. This enables you to be efficient in detecting potential or evident IT service failures, as well as cyber-security incidents, before a considerable impact is affecting business operations. As an integral part of the Incident Management process, you perform a first technical analysis/diagnose, coordinate responsible support teams in a multi-vendor-support model, assure SLA thresholds, and escalate problematic situations where appropriate.   In this role you priorities and manage several open cases within a central ticketing system (Service NOW) and you play a fundamental role in evaluating the performance of IT Service Providers (vendors). Projects, CSI initiatives and an active Knowledge Sharing & Technical Training culture adds an exciting flavor to this role, which covers a wide-ranged service spectrum, such as Wireless & Premise Network LAN, MAN, SD WAN, WAN Optimization, Smart Building solutions, Data Center & ICT Rooms, DC LAN, Cloud Connectivity,  Internet, Security, Firewall & Security Services, VPN, Load Balancing Services, DNS, DHCP and IP Address Management.

 

Main responsibilities

  • Ticket Management (Opening, Re-Assigning, Dispatching, Chasing, Escalating, Auditing, Authorizing, Resolving)
  • Provide near-real-time, end-to-end IT service "health status" by interpreting data visualized on dashboards & provided in monitoring tools
  • Enable a quick Incident Response & Resolution through adequate coordination for dedicated IT services in a multi-vendor support setup
  • Work to assure SLAs and OLAs are not being breached
  • Escalation & Conflict Management
  • Knowledge Management including creating & recertifying KBAs, exchanging ideas, sharing experience & feedback
  • Acquire and maintain technical expertise within the Connectivity Services IT spectrum
  • Be part of a Teamlead-Rota within the IT Service Coordination team and spend dedicated time to manage Resource & Agenda Management (shifts, rota, holidays, weekends, etc.), do Service Desk Management & Quality Assurance, be SPOC for IT Service Coordination team matters, act as escalation point, and derive & implement service improvements
  • Incident & Problem Management as well as other IT Service Operation processes such as Service Transition (Change Management) and assistance for Major Incidents and Root Cause Analysis
  • Contribute to and attend Service Reviews Boards
  • Make sure new services or service changes (e.g. new sites/location) pass all gates within the IT Service Coordination before its handed over to operations
  • Analyze ticket trends and proactive detection of events / findings from and in monitoring tools
  • Provide technical assistance or 4-eye-checks for specific types of Change Requests, such as Firewall Change Requests, DNS Change Requests, etc.
  • Respond to Internet-Proxy/Webfilter Service Requests
  • Co-develop Service Operation Guides (SOGs) with Service Providers and assure global consistency with Swiss Re processes
  • Establish a good working relationship within the Business, Customers, Service Providers and within our own team

 

About you

Technical Qualifications:

  • +3 years of experience in a technical / network support role
  • Must have proven knowledge of DDI Services (DNS, DHCP, IP Addressing) in a global environment
  • In addition must have proven knowledge in at least one of the following areas: Routing and switching experience in technologies (such as BGP, MPLS, Spanning Tree, etc.), SD-WAN, SDN configuration, Network automation tools (e.g. RestAPI), Network Access Control using Cisco ISE, 8021X, AAA, and ACS, Cisco Wireless networks (WLC, Prime, DNA)
  • CCNA/CCNE or an equivalent qualification is preferred
  • Good understanding of Network Services and the related internet protocols, Firewalls and network security
  • Understand complex technology stacks and their dependencies
  • Ability to read network topologies, drawings and network documentations

 

Personal Skills:

Strong customer service ethos and excellent communication skills in person, via phone and email/messaging

Familiar with Incident-, Problem-, Request Fulfilment, Change- and Event Management

Proven troubleshooting, problem solving and analytical skills

Major Incident Management experience is a plus

Excellent verbal and oral communication skills in English (any other language is a plus)

Fantastic team player able to work well as part of a distributed team

Ability and disposition to …

  • Remain calm under pressure and prioritize work in a dynamic environment;
  • Understand business as well as operational requirements and communicate target group related
  • Involve yourself in conflicts to contribute to a constructive resolution;
  • Assume responsibility and orchestrate incident resolution autonomously

Work in a global company with people having diverse backgrounds

Ability to offer on-call support on rotating weekends

Enthusiasm for continual learning

Occasional travel

 

 

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

 

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


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Reference Code: 86757