IT Operations Analyst

IT Operations Analyst

Location: Dublin, Ireland

Role Overview:

The IT Operations Analyst, reporting to the Senior Technology Manager will take ownership of the day-to-day operation and stability of NBCGF’s local technology environment. This role is responsible for ensuring technology services are delivered effectively, remain resilient and support the evolving needs of the business.

Acting as a central point of coordination between NBCGF employees, NBC Group Technology teams and external service providers, the successful candidate will help resolve operational issues, support technology initiatives, mitigate service risks and drive improvements to the overall user experience.

This role offers a blend of hands-on technical support, operational ownership and stakeholder engagement, requiring strong problem-solving skills, ability to identify service risks, sound judgement and the ability to communicate effectively with both technical and non-technical audiences.

About the Team:

This role sits within the NBCGF Technology team, which supports the business through the delivery of stable technology services, operational resilience and practical technology improvements. The team works across NBCGF departments and with NBC Group technology teams and external providers. This is a highly visible role that offers exposure across all areas of the business and opportunities to contribute to meaningful technology improvements.

Main Responsibilities:

• Ownership of day-to-day IT operations across NBCGF, ensuring local technology services remain stable, reliable and responsive to business needs.
• Manage technology incidents, service requests and operational issues through to resolution, ensuring clear communication, timely escalation and appropriate follow-up.
• Act as a key operational point of contact between NBCGF employees, NBC Group technology teams and external service providers, helping to ensure services are delivered effectively and issues are progressed with the right level of urgency.
• Support and maintain the local technology environment, including end-user devices, office networks, telecommunications, meeting rooms, printers and other business-critical technology services.
• Coordinate hardware deployment, replacement, repair and lifecycle activities, while maintaining accurate inventory records and supporting joiner, mover and leaver processes.
• Support technology change, upgrades, office moves, Disaster Recovery exercises and resilience testing, ensuring operational impacts are understood and managed appropriately.
• Develop, maintain and enhance operational procedures, support documentation and local technology controls to ensure services are well managed, consistent and aligned to expected standards.
• Monitor service performance, identify operational risks and service improvement opportunities, and contribute to practical actions that improve reliability, user experience and operational efficiency.

Skills and Experience Required:

We encourage applications from candidates who bring a strong mix of technical capability, operational ownership and sound judgement. The ideal candidate will have:

• A degree or equivalent qualification in Information Technology, Computer Science, Infrastructure, or a related technology discipline.
• Experience in IT operations, service delivery, desktop support or infrastructure support, with the ability to take ownership of incidents, service requests and operational issues through to resolution. Experience in a regulated or financial services environment would be an advantage.
• Good working knowledge of end-user computing, Microsoft 365, Windows devices, office networks, meeting room technology, telecommunications and hardware lifecycle management.
• Experience working within structured IT service management processes, including incident management, request fulfilment, change support, escalation management and ticket hygiene. Knowledge of ITIL principles and platforms such as ServiceNow would be an advantage.
• Communication and stakeholder management skills, with the confidence to engage with business users, senior stakeholders, NBC Group technology teams and external service providers in a clear and professional manner.
• Ability to explain technical issues in practical, business-friendly language and ensure users understand impact, progress and next steps.
• A proactive, organised and accountable approach, with sound judgement, attention to detail and the ability to prioritise competing operational demands while maintaining service quality.
• Awareness of cyber security, access controls, asset management, Disaster Recovery, operational resilience and technology governance.
• A continuous improvement mindset, with a willingness to identify opportunities to enhance technology services and ways of working.
• Display behaviours in line with the NBCGF Values of Agility, Empowerment, Partnership and Excellence.

About Us:

NBCGF is a direct wholly owned subsidiary of National Bank of Canada (“NBC”). The main strategic purpose of NBCGF is to enable the NBC Group (“NBC Group,” meaning National Bank of Canada and all its subsidiaries) to grow and diversify its presence in Europe while allowing for a natural development of its existing business relationships and the establishment of new ones in the European markets.

NBC has over 150 years of history and is currently the 6th largest Canadian bank. Through its branch and subsidiary network, NBC can service clients throughout North America and Europe. NBC’s strategy is to further develop NBCGF as its hub for trading and financial services in Europe.

What NBCGF has to Offer:

Access to competitive working conditions, a wide range of employee benefits, and a dynamic work environment.

Open, respectful workplace where all employees can achieve their full potential.

NBCGF recognises that the culture of an organisation and the performance of its workforce are not mutually exclusive. Since our inception in 2013, NBCGF has worked tirelessly to ensure our cultural framework aligns not only with the Code of Conduct and Ethics of our parent company, NBC, but with our own environmental and local values.

Promoting and supporting diversity in the workplace is an important aspect of good people’s management- it’s about valuing everyone in the organisation as an individual. We at NBCGF have an effective diversity and inclusion approach concerning our employees. There are no silos in our teams and management strive to add value to our organisation, by contributing to employee well-being and engagement. NBCGF takes pride in its diverse work force, employing and cultivating professionals from all over the globe.

Working at NBCGF can take different forms and it is built around the relationship of trust between the employer and its employees. NBCGF operates a hybrid working model where the employee’s time can be split between the office and a remote location on a schedule which may vary. The model considers customer expectations, organisational needs, and constraints, as well as the employees’ need for flexibility and the nature of the work they perform. What is important is having the right arrangements in place so that you can best perform your role.

We're putting people first.

We're a bank on a human scale that stands out for its courage, entrepreneurial culture, and passion for people. Our mission is to have a positive impact on people’s lives.

We want our recruitment process to be fully accessible. If you require accommodation, feel free to let us know during your first conversations with us.

We welcome all candidates! What can you bring to our team?