Senior Operation Quality Specialist

Warszawa, PL, 02-460

Job ID: 14421 


Would you like to, be part of our world-class end-user experience group, IT Service Desk and Support 2nd level, with the objectives of delivering professional and value adding end-user support to all Nordea’s end users?


We are looking for a passionate, professional Senior Operation Quality Specialist with a high drive & can-do attitude with excellent IT and Business understanding. We operate within a in highly sensitive and fast pacing environment, where we have focus on all our services and are expected to react proactively and effectively with high quality on all requests addressed to IT Services Desk and Support 2nd level. 

At Nordea, we know our customers’ needs are changing – and we’re deeply committed to meeting them with the financial solutions of tomorrow. We’re creating an agile environment where we’re harnessing the power of technology – one where you can make an impact. So bring your skills, ideas and unique background. With us, you’ll find plenty of opportunities to grow and make your mark on something bigger. 

About this opportunity:

Welcome to the IT 2nd Level Support team. We add value by delivering 2nd level IT support following the incident management and problem management processes as our baseline you’ll play a vital and valuable role in performing complex incident troubleshooting and handle running problem investigations. You are also expected to be an active SME in both internal and centralized driven root cause analyses and tasks and take ownership and use your extraordinary collaboration skills to ensure that business will be able to deliver and run smoothly. 


You will be an important part of a group with highly skilled IT supporters with passion for high quality and great performance where we value teamwork.  

What you’ll be doing:

  • Work according to defined processes and align activity with business priorities.
  • Cross border complex Incident handling as a 2nd level IT supporter.
  • Interact with both 1st and 3rd line support and external supplier contacts.
  • Track, prioritize and document incidents reported to IT Service Desk and Support 2nd level, using the relevant tools and processes.
  • Track and eliminate reoccurring incident scenarios to avoid future incidents via problem investigations.
  • Initiate proactive and predicable actions, like creating scripts, to avoid manual tasks and to support our shift left initiative.
  • Initiate Knowledge sharing with other IT groups/ colleagues to reduce complexity and implement best practice.
  • Take responsibility for your own learning and keep being updated within your own area of responsibility to secure continuous competence building and personal growth.

The role is based in Warszawa.

Who you are:

Collaboration. Ownership. Passion. Courage. These are the values that guide us in being at our best – and that we imagine you share with us.  

To succeed in this role, we believe that you:

  • Are an open-minded person. You appreciate interaction with people and enjoy working with high end-user focus.
  • Are passionate, creative and have persistent approach to support and improving end-user experience.
  • Excellent collaboration skills and in communication/information sharing.
  • Are proactive and show ‘can do’ attitude (absolute must).
  • Are willing and curious to build new competences.
  • Are fluent in written and spoken English. 
  • Are respected and recognized for your technical knowledge.


Your experience and background: 

  • You are technically skilled within different IT areas and have preferable experience from a similar position for at least 3-5 years.
  • Knowledge and professional experience in ITIL processes and ITSM tools (certificate will be an advantage).
  • Working successfully with continuous improvements, using automation as an enabler.
  • You preferable have some scripting or maybe coding knowledge (will be an advantage).
  • General to deep knowledge in areas like Printers/Servers/Network/OS/AD/Windows 10/SCCM/Citrix/VDI/Office 365.


If this sounds like you, get in touch! 


Next steps

Submit your application no later than 30/12/2022. For more information, you’re welcome to contact Niclas Enström

At Nordea, we know that an inclusive workplace is a sustainable workplace. We deeply believe that our diverse backgrounds, experiences, characteristics and traits make us better at serving customers and communities. So please come as you are.


Please be aware that any applications or CVs coming through email or direct messages will not be accepted or considered.

Department:  IT/Technology