IT Service Operations Specialist

PLWarsawGrzybowska 6000-844


The IT company Andersen invites an IT Service Operations Specialist to work on a large-scale project for one of our UK customers.

The customer is a new kind of bank founded in 2016. It focuses on distinct client segments that are underserved by the market, creating innovative products to meet their needs. The company offers white-labeled products with no upfront investment for certain industries and businesses.

The project is to build banking technology with class-leading flexibility for clients. At the core of this platform is consumer account processing infrastructure that is able to process client account events and perform financial computations.


  • Serving as the Incident Management expert within ITIL, focusing on preventing repeat major incidents.
  • Developing, maintaining, and testing incident management procedures with service owners.
  • Investigating and resolving escalated, non-routine, and high-impact incidents.
  • Documenting and closing resolved incidents, analyzing their causes, and reporting on incident management performance.
  • Escalating incidents to relevant stakeholders and suggesting recovery actions and workarounds.
  • Responding to service requests and incidents within SLAs across various channels.
  • Executing releases and escalating lower severity incidents as needed.
  • Communicating effectively about service events and managing recovery for priority and major incidents.
  • Contributing to Continuous Service Improvement by identifying and implementing enhancements.
  • Reviewing and approving changes to safeguard production environments.
  • Generating accurate KPIs, incident logs, and maintaining detailed ticket actions.
  • Participating in the out-of-hours support rotation.


  • Experience in IT Service Operations for 5+ years.
  • ITIL certification or demonstrable experience working in an ITIL aligned environment.
  • Demonstrable experience with at least one programming language (e.g., Javascript, T-SQL).
  • Experience applying software release management techniques.
  • Experience with following and improving Incident Management best practices demonstrated by a track record of effectively minimizing service disruptions, meeting or exceeding SLAs and continuously enhancing incident response procedures for optimal efficiency and stakeholder satisfaction.
  • Experience in various Problem Management reactive and proactive techniques supported by understanding of statistics and quality management concepts.
  • Experience with one, or more, Service Management tools (e.g., Jira or Service Now)
  • Incident and problem management experience and demonstrable skills in this area..
  • Understanding of IT Security and compliance.
  • Practical experience in problem management, knowledge of risk management.
  • Ability to understand technical disciplines (Networks, Applications, Servers).

Reasons to join us

  • Experience in teamwork with leaders in FinTech, Healthcare, Retail, Telecom, and others. Andersen cooperates with such businesses as Samsung, Siemens, Johnson & Johnson, BNP Paribas, Ryanair, Mercedes, TUI, Verivox, Allianz, T-Systems, etc..
  • The opportunity to change the project and/or develop expertise in an interesting business domain.
  • Job conditions – you can work both fully remotely and from the office or can choose a hybrid variant.
  • Guarantee of professional, financial, and career growth! The company has introduced systems of mentoring and adaptation for each new employee.
  • The opportunity to earn additional up to 1,700 EUR per month by participating in the company's activities.
  • Access to the corporate training portal, where the entire knowledge base of the company is collected and which is constantly updated.
  • Bright corporate life (parties / pizza days / PlayStation / fruits / coffee / snacks / movies).
  • Certification compensation (AWS, PMP, etc).
  • Referral program.
  • English courses.
  • Private health insurance and compensation for sports activities.

Join us!

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