Luxoft is a global leader in high-end software development.
Luxoft is looking for talents with a passion for technology & ready to create original solutions. Once on board, you are invited to expand your knowledge & skills, offering you a continuous learning experience helping you stretch your potential.
So if you’re enthusiastic by the idea of accessing cutting edge technology & innovation to make an impact, why don't you join us?
Managing service requests for IT applications/services within Request Fulfilment process.
Overseeing the operation of the user contact management process, ensuring that all user contacts are addressed.
Helping define process policies, standards, and conceptual models
Ensures timely handling of all service requests submitted to the Service Desk and 2nd line of support.
Ensuring proper routing to the appropriate process and team for processing.
Being Process Manager responsible for the Request Fulfillment process.
Making sure knowledge and duties transition regarding request management from 3rd to 2nd and from 2nd to 1st lines of support is effective.
Producing regular and accurate management reports including reports on status of request queues.
Advising on introduction of Standard Changes (low risk changes that do not need separate RFCs & CAB) so they could be implemented directly by 1st or 2nd lines of support.
Ensuring that support SLAs, OLAs and UIC are strictly adhered to.
Escalating tickets at risk of breaching SLA/OLA to process coordinator/manager.
Management of archiving and updating operational documentation and procedures for services, applications and processes.
1-3 years of experience as team member in IT Service Organization, in 1st or 2nd line of support, working with Incident or Request Management processes and correlating ITIL processes, including significant experience solving complex incidents.
Problem-solving and trouble-shooting skills.
Strong written and oral communication skills in English.
Excellent customer service skills, including the ability to deal calmly, positively and professionally in tense or elevated situations and with upset or frustrated users.
Strong sense of service quality ownership and customer orientation.
Production Assurance is a subunit within Group Functions IT at Nordea and at the moment we are moving our application support and maintenance to Poland, therefore we are looking for motivated Request Manager to join our Production Services team.
