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IT Problem Manager

  • Kraków, małopolskie
  • Kierownik
  • 28.03.2018

    Pracodawca ma prawo zakończyć rekrutację we wcześniejszym terminie.

    HSBC Service Delivery (Polska) Sp. z o.o. is a part of HSBC Holdings plc, the parent company of the HSBC Group, headquartered in London. The Group serves customers worldwide from over 6,300 offices in over 75 countries and territories in Europe, Asia, North and Latin America, and the Middle East and North Africa. HSBC is one of the world’s largest banking and financial services organisations. Currently, we are looking for a candidate for the position of:

    IT Problem Manager


    Location: Kraków
    Ref No: HTK/DS/ITPM/03/2018


    Key Accountabilities:

    • Provide leadership and innovation by specializing in Problem Management processes
    • Lead special projects setting strategic architectural and software direction while continuing to fully utilize expertise
    • Possess knowledge in the Business Systems area, which include applications development, business analysis, research and development, and systems integration for business systems.
    • Provide monitoring of daily activities to insure policy and standards are enforced by the team
    • Generate effective communication to Global and Regional HTS professionals
    • Provide active and visible coaching to global and regional Problem Management professionals on Problem Management training
    • Actively engage and drive continuous improvement objectives defined by the HTS Global Problem Management
    • Provide consulting services to all HSBC HTS and Business groups to communicate and educate persons on best practices of Problem Management.
    • Possess experience and knowledge of Problem Management principles and methodologies


    • Min. 5 years proven and progressive experience preferably incorporating service management priciples
    • Bachelor’s degree required, masters preferred or equivalent experience
    • Intermeditae or Practitioner Certfication (or higher) in a Universal Service Management framework preferred
    • Solid understanding of Problem Management processes, tools and best practice techniques
    • Need to maintain knowledge of IT software, hardware, networks and operations
    • Proven Problem Management skills and experience in various Problem roles, (e.g. Problem Management associate, analyst, senior analyst, specialist or similar)
    • Experience with CA Global Service Desk
    • Excellent communication, inter-personal and negotiating skills, focusing on remote and written communications, inclusive of ability and experience in interacting with higher positions
    • Excellent decision making and problem solving ability
    • Sound judgmental skills to identify and resolve problems
    • Project management background
    • Strong analytical skills to understand and use metrics to draw conclusions
    • Solid partner/stakeholder interaction – customer oriented
    • Ability to deal with conflictive situations with success – negotiation skills
    • Ability to make recommendations to management, based both on subjective and objective information – consulting skills

    We offer:

    • Stable job in professional team,
    • Interesting path of career in an international organization,
    • Consistent scope of responsibilities,
    • Private health care, employees’ benefits.


    All current positions are available on: www.hsbcservicedelivery.com
    To apply for this position please send your curriculum vitae in English including reference number, using "Apply now" button below.
    We thank all interested candidates for their applications. We reserve the right to contact only selected candidates. Only those applications that include the candidate's consent to process personal data by HSBC Service Delivery (Polska) Sp. z o.o., in accordance with the Data Protection Act as of 29 August 1997 (Journal of Acts of 2002, No 101, pos. 926 with later amendments) will be considered.