EXCITED TO GROW YOUR CAREER?

BBVA is a global company with more than 160 years of history that operates in more than 25 countries where we serve more than 80 million customers. We are more than 121,000 professionals working in multidisciplinary teams with profiles as diverse as financiers, legal experts, data scientists, developers, engineers and designers.

JOB DESCRIPTION

• Support end users by providing Tier 1 and Tier 2 technical support, maintaining a high level of customer service and liaising effectively with Tier 3 engineers and the HQ and EMEA IT teams.
• Take ownership of all technical requests and ensure they are resolved in accordance with SLAs.
• Manage ticket queue, ensuring all open tickets are up to date with relevant resolution steps and current ticket status.
• Maintain systems, install new equipment and make changes to infrastructure hardware as required and in conjunction with HQ departments.
• Assist in the design and implementation of HQ and local projects and manage relationships with ISP and external HW&SW suppliers, including handling orders, repairs, setups and updates.
• Contribute to the development of relevant KPIs relating to the governance and management of IT processes and manage their monitoring, analysis and reporting to senior management.
• Suggest improvements to current process workflows by working on the ongoing development of the ITSM platform in use.
• Oversee the IT Incident Management process, focusing on incident classification, root cause and reoccurrence analysis, and lead the periodic follow-up process to verify the effective implementation of corrective actions identified as necessary to close incidents.
• Perform analysis of incident correlations with the change management process, liaising with other areas of the IT department to establish follow-up actions for future risk mitigation.
• Managing all assets and assisting in the design and implementation of a permanent ICT control framework incorporating regulatory requirements.
• Implementing and working to improve existing internal systems and processes and keeping all relevant policies and procedures up to date.
• Regularly testing, updating and maintaining the infrastructure side and procedures of the Company’s Business Continuity & Disaster Recovery Plan.

PREVIOUS EXPERIENCE AND TECHNICAL KNOWLEDGE:

• Technical qualification in computer systems and/or recognized IT qualification to diploma level or equivalent work experience (at least 3 years).
• Experience with market data systems such as Bloomberg, Reuters, Murex, MarketAxess, Tradeweb etc.
• Experience with audio and video conferencing technologies (Cisco/Crestron/Jabra/Webex/Teams/Meet).
• Solid understanding of Microsoft OS (client/server) and VMware infrastructure.
• Solid technical end user support experience, preferably within a corporate & investment banking organization.
• Provide support & administration for mobile devices (iOS, Androids), Cisco VoIP and Global Markets IPC telephone infrastructure.
• Office 365, in particular MS Excel and Google Workplace suite.
• Knowledge of LAN, WLAN, WAN and network communication protocols (TCP, UDP, HTTPS, etc).
• Knowledge of the main security devices (Firewall, Proxy, IPS, WAF, SIEM, etc.) and their applications (VPN, NAC, etc.).
• Familiarity with ITSM tools (ServiceDesk, Helix, Jira) and IT Governance frameworks.

SOFT-SKILLS:

• Ability to identify, manage and resolve problems in a timely manner.
• Ability to effectively respond to and communicate with end users at all times.
• Ability to work both independently and as part of a team.
• Excellent problem solving skills.
• Professional approach, proactive, good organization and time management skills.
• Good communication and interpersonal skills.
• Ability to manage multiple tasks and priorities.
• Ability to identify and pay attention to the details that matter.
• Reliable, honest and transparent.
• Ability to work under pressure in a fast-paced environment whilst remaining calm.

SKILLS:

Customer Targeting, Empathy, Ethics, Innovation, Proactive Thinkin

The role is based within the IT team in Italy and the successful candidate will be responsible:

• For providing technical support over the phone, remotely and in person, acting as the first point of contact, being the ticket lead, responsible for providing a solution, liaising with other local/HO engineers or third parties and following up with users to ensure they are satisfied with the service.
• To support the continuous development of the global IT governance of the function, working on the management, optimization and automation of IT processes such as Incident Management, Change & Capacity Management, IT Asset Management and responding to regulatory requirements and following best market practices and international standards.