Business Unit: Technology Operations & Cyber Security Location: UK, Hybrid Salary: £40,000
50,000 Contract Type: Permanent, full-time Our Team We're looking for an experienced Group Incident Manager to join our multi-disciplinary team where you will assess incidents raised through ServiceNow to understand impact and if there is a requirement for central management.
This role will require you to support enhancements to the Group Incident management procedure & Framework ensuring a continuous improvement mindset across the Service Management department, identifying opportunities to enhance processes which could add value to the team and wider TOCS, to help improve customer & colleague experience, efficiency and ensure regulatory compliance.
Actively lead or support Senior Group and Major Incident Managers on all Major Incidents, including those hitting Bronze or Silver criteria to ensure effective and timely service restoration through the Incident Management process, working with technical and Business teams to agree the appropriate actions to minimise customer and operational impact.
Supporting the Senior Group and Major Incident Managers to provide timely updates to business stakeholders on incident status, service impact and actions/timelines to restore service through the appropriate communication channels Supporting the Senior Group and Major Incident Managers ensure appropriate escalations are undertaken in accordance with Bank policies Run and document Post Incident Reviews (PIRs) with root cause and agreed actions and actively track these actions to completion Undertake continual service improvements of the Incident Management process.
Day to day monitoring of tools such as Servicenow, Teams channels and Downdetector to enable early detection of incidents.
Ensuring a continuous improvement mindset across the Information Service Management team, identifying opportunities to enhance processes which could add value to the team, and wider TOCS, improve customer experience, efficiency and ensure regulatory compliance.
Group (Business) Incident Management experience.
An understanding of key technologies and applications that underpin the Bank defined Important Business Services processes.
Experience of Partner engagement through Incidents, PIRs and/or Service Reviews Tenacity, resilience and flexibility Red Hot Rewards Generous holidays
- 5 days annual leave (including bank holidays and prorated if part-time) plus the option to buy more.
Up to five extra paid well-being days per year.
20 weeks paid, gender-neutral family leave (52 weeks in total) for expectant parents and those looking to adopt.
Market-leading pension.
Free private medical cover, income protection and life assurance.
Flexible benefits include Cycle to Work, wellness and health assessments, and critical illness.
Please ensure to submit your applications as soon as possible.
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As a Disability Confident Leader, we're committed to removing any obstacles to inclusion.
If you need any reasonable adjustments or support making your application, contact our Talent Acquisition team careers@virginmoney.Now the legal bit Although some of our roles allow you to be based anywhere in the UK, we'll need you to confirm you have the right to work in the UK.
These include credit and criminal record checks and three years' worth of satisfactory references.
If the role is part of the Senior Manager Regime and Certification Regime, it requires enhanced pre-employment checks – we'll ask for six years of regulatory references, and once in the role, you'll be subject to periodic employment checks.