Incident & DORA Case Manager

Full-time
Bratislava

Popis pracovného miesta

We are looking for a team member who will take ownership of IT incident management within the banking environment, ensuring fast and effective resolution of incidents in line with the Digital Operational Resilience Act (DORA).
The role includes leading and coordinating critical incidents, driving clear communication across internal teams, management, vendors and regulators, identifying recurring risks and improvements, and ensuring that the organization maintains a strong and compliant operational resilience framework.

  • Coordinates the implementation of assigned processes across company departments, ensuring alignment with business requirements and corporate strategy.

  • Responsible for resolving incidents in compliance with DORA requirements, to maintain the organization’s digital operational resilience.

  • Acts as Crisis Manager during major incidents, coordinating teams and ensuring timely communication with management.

  • Provides support to company management and ensures adequate communication to internal and external stakeholders during crisis situations.

  • Collaborates on the development and maintenance of incident management process methodology, in line with DORA framework, ISO standards, and internal policies.

  • Cooperates or leads optimization of process management, including automation and change initiatives.

  • Supports integration of assigned processes with other company processes.

  • Guides identification of innovative changes aimed at improving efficiency of assigned processes.

  • Delivers team training on DORA requirements and ensures compliance with legislative and regulatory obligations.

  • Provides consultations and training on assigned processes within the company.

  • Defines metrics and indicators for reporting purposes.

  • Supports investigation and diagnosis of incidents.

  • Oversees proper escalation of incidents.

  • Monitors compliance with incident management guidelines.

  • Provides support to company management and ensures sufficient information flow to internal and external users.

  • Acts as backup for the Problem Manager in their absence.

  • Works on improving incident resolution processes to prevent recurrence and increase efficiency.

  • Monitors the progress of incident resolution and evaluates its success.

  • Supports the MoD role (Manager on Duty on call).

Benefity

  • Flexible home office and flexible working time

  • Extra days off: vacation plus, birthday day off and sick days

  • Multisport program

  • Sports facilities for employees: yoga, ice arena, mini football and volleyball

  • 24/7 psychological helpline and sessions with professional counselors

  • Health care allowance

  • Development through internal and external trainings

  • Free coffee and tea at the workplace and regular fruit days

  • Office events, sports day, summer party and regular webinars

  • Cafeteria benefits system to choose benefit of your preference

  • Loyalty reward

  • Transportation allowance

  • Supplementary Pension plan contribution

  • Bike room and showers in the office

Osobnostné predpoklady a zručnosti

  • Strong communication skills

  • Excellent organizational and presentation skills

  • Proactive approach with the ability to propose and drive solutions

  • High attention to detail

  • Analytical thinking and problem-solving skills

  • Ability to make decisions

  • Strong sense of responsibility and accountability

Informácie o výberovom konaní

Popis spoločnosti

Established in 2000 as a division of Tatra banka, RPC is a shared service centre of Raiffeisen Bank International (RBI).

In 2008, we evolved into a separate company, solidifying our position as a strategic hub for centralizing the group's card payment operations with specialization in card issuing, acquiring, fraud risk monitoring, and digital payments.

We bring fresh, innovative payment technologies across the European region, which guarantees our employees to be part of many exciting projects in multiple CEE countries.
Besides Tatra banka in Slovakia and UBB in Bulgaria, we are proud to have among our clients Raiffeisen banks from Austria, Albania, Czech Republic, Croatia, Romania, Hungary, Serbia, Ukraine, and Kosovo, which makes us one of the largest processing companies in the region.

Come be a part of RPC as we shape the future of payment technology! If you're passionate about innovation and want to join a collaborative and international team, we'd love to have you with us.

Pavlína Lauková