IT Support

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 this hybrid role combines IT End-User support with application management.

The Team is responsible for keep everything up and running for Corporate & Investment Banking and Retail Digital Banking in the main office located in the center of Milan and in the DR site.

About the job:

The successful candidate will be responsible :

• For providing IT 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 focus on the support, maintenance and deployment of applications within the organization. Bridge the gap between technical IT, business needs and external third-party ensuring applications works correctly, meet organization's needs and integrated with other existing systems. Their role is crucial for operational efficiency and continuous improvement of internal and third-party solutions and require a combination of technical expertise, project management skills, and strong communication abilities.

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 HO 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 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 strictly collaboration with HO departments.

• Assist in the design and implementation of HO & local projects and manage relationships with third-party, including handling orders, repairs, setups and updates.

• Leading or participating in projects related to application upgrades, new implementations, or process improvements often involving coordination with cross-functional teams.

• Providing 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, this may involve both in-house developed and third-party solutions.

• Monitoring application performance and relevant KPIs, identifying areas for improvement and opportunities to enhance efficiency through automation, system integration and process optimization.

• Coordinate with vendors and internal teams to resolve application issues, implement updates and ensure to comply with relevant regulations and company policies, including data privacy and security requirements.

• Assess and mitigate risks associated with applications and third-party vendors.

• Managing 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 are 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 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.

• Regularly testing, updating and maintaining the infrastructure side and procedures of the Company's Business Continuity & Disaster Recovery Plan.

What are we looking for?

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).

• Solid understanding of Microsoft OS (client/server), VMware infrastructure and various application/databases platforms and services.

• 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.

• Google Workplace suite and Office 365, in particular 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.

Languages:

• Fluency in Italian and English is a must.

• Spanish would be appreciated.

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.

• 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.

Skills: