IT Support

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.> The role is based within the IT team in Italy reporting directly to the Country IT Director and combining IT End‑User support with application management. The team is responsible for keeping everything up and running for Corporate & Investment Banking and Retail Digital Banking in the main office located in the centre of Milan and in the DR site. About the JobResponsibilitiesProvide IT support over the phone, remotely and in person, acting as the first point of contact and ticket lead responsible for providing a solution, liaising with other local/HO engineers or third parties and following up with users to ensure satisfaction with the service. Focus on the support, maintenance and deployment of applications within the organization, bridging the gap between technical IT business needs and external third‑party vendors to ensure applications work correctly, meet organization needs and integrate with other systems. Job DescriptionSupport 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 HO and EMEA IT teams. Take ownership of all technical requests and ensure they are resolved in accordance with SLAs. Manage the ticket queue ensuring all open tickets are up to date with relevant resolution steps and current ticket status, and suggest improvements to current process workflows of the ITSM platform in use. Maintain, install and configure IT equipment in line with Corporate Standards and make changes to IT infrastructure in strict collaboration with HO departments. Assist in the design and implementation of HO & local projects and manage relationships with third‑party vendors, including handling orders, repairs, setups and updates. Lead or participate in projects related to application upgrades, new implementations or process improvements often involving coordination with cross‑functional teams. Provide technical assistance to end‑users, resolving application‑related issues and escalating complex problems to the appropriate support levels. Act as the key point of contact for applications, which may involve both in‑house developed and third‑party solutions. Monitor application performance and relevant KPIs, identifying areas for improvement and opportunities to enhance efficiency through automation, system integration and process optimisation. Coordinate with vendors and internal teams to resolve application issues, implement updates and ensure compliance with relevant regulations and company policies, including data privacy and security requirements. Assess and mitigate risks associated with applications and third‑party vendors. Manage the entire lifecycle of applications from initial selection and onboarding to ongoing maintenance, application testing, UAT, deployment and change management processes and decommissioning. Develop user training materials, conduct workshops and ensure proper documentation of applications is available for users to ensure user adoption and satisfaction. Manage application configuration, user access and permissions in line with internal controls and regulatory frameworks. Oversee the IT Incident Management process, focusing on incident classification, root cause and recurrence 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. Manage all assets and assist in the design and implementation of a permanent ICT control framework incorporating regulatory requirements. Regularly test, update and maintain the infrastructure side and procedures of the Company’s Business Continuity & Disaster Recovery Plan. What are we looking forPrevious Experience and Technical KnowledgeTechnical qualification in computer systems and/or recognized IT qualification to diploma level or equivalent work experience (at least 3 years). Solid understanding of Microsoft OS (client/server), VMware infrastructure and various application/database platforms and services. Solid technical end‑user support experience, preferably within a corporate & investment banking organization. Provide support & administration for mobile devices (iOS, Android), Cisco VoIP and Global Markets IPC telephone infrastructure. Google Workspace suite and Office 365, particularly MS Excel. 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). Knowledge of LAN, WLAN, WAN and network communication protocols (TCP, UDP, HTTPS, etc). Knowledge of app security (SSL/TLS authentication, encryption) and devices (FW, Proxy, IPS, WAF) and applications (VPN, NAC). Familiarity with ITSM tools (ServiceDesk, Helix, Jira) and ITIL frameworks. LanguagesFluency in Italian and English is a must. Spanish would be appreciated. Soft‑SkillsAbility 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. Ability to analyze complex problems, identify root causes and implement effective solutions. Professional approach, proactive good organization and time‑management skills. Good communication and interpersonal skills. Ability to manage multiple tasks and priorities. Ability to plan, organize and execute projects, manage resources and meet deadlines. 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. SkillsCustomer Targeting Empathy Ethics Innovation Proactive Thinking Employment Type: Full-Time Vacancy: 1#J-18808-Ljbffr