Senior Problem Manager, Command and Control Center, Warsaw

It’s an exciting time for you to join us. We’re a changing company with big ambitions and together we’ll create the future of banking.

Working with us, you will play a part in building a better bank that fulfils a meaningful role in society. We aim to help our 11 million customers around the world improve their lives and reach their goals. To do that, we are shaping the digital transformation of banking to improve the services we deliver. Interested in coming on the journey with us?

The offer

Problem management is responsible for following up on incidents/situations that impact the strategically important business services in Nordea ensuring that they do not reoccur. The problem management team is accountable for logging, investigating, performing root cause analysis and the coordination of finding preventive actions for business critical and major incidents  
The key tasks for the role are,  
  • Participates in operational and tactical governance meetings. Responsible for performance and delivering high quality and first class service and support  
  • Responsible for the quality in problem tickets, problem reports, and other related documentation, support the daily work of the problem managers and monitor the open records and ensure that they are managed correctly.  
  • Help to analyze KPI results, suggest improvements and identify trends and potential problem sources  
  • Accountable for driving root cause investigations for Major and Business Critical incidents  
  • Act as a focal escalation point on operational issues, resource issues, and act as the interface to the Lead Incident managers  
  • Contribute in regular training of new employees and - "on demand" training sessions  
As a Senior/Expert Quality Specialist within the Problem Management Team, you will be a part of an organisation that interacts on a global level with different IT groups and the business side within Nordea.
The job is placed in Warsaw.

Who are you?

Collaboration. Ownership. Passion. Courage. The four key values that guide us in being at our best and that we expect all our colleagues to be committed to.

To build a successful career with us, you’ll work well with others and always act with the customer’s needs in mind. You love learning and trying new things, and you’re excited about bringing your ideas to the table. You’re honest and dependable, willing to speak up even when it’s difficult, and committed to empowering others. You’re passionate about doing a great job.

As a person you have,  
  • a strong driving force, you are able to work independently, you are well structured and thorough  
  • an overview perspective but also a sense for details. You possess a highly developed analytical mindset  
  • an ability to utilize your excellent communication skills on many organizational levels  
  • ITIL foundation v3 certification a requirement  
  • previous experience with problem management or 5-10 years of experience working in and optimizing IT operations
  • excellent communication skills both written and oral, and you are fluent in English  
  • excellent Excel skills  
  • excellent technical skills and excellent project management skills  


More information and send application

For more information about the position, you are welcome to contact Anna Axelson, by e-mail at Anna.Axelson@nordea.com

We believe that diversity improves team performance. Therefore, we strive to form teams with a mix of people of different genders and ages, and with different backgrounds and experiences.

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