Incident and Problem Management Specialist
Contract Type: Permanent| Full Time
Location Bradford, Chatham, Petersfield or London
Working Pattern: Hybrid—typically one to two days a week in the office. Flexible arrangements are considered to support work-life balance.
What We Offer
We don't just care about your work, we care about your health, wellbeing and life outside your working hours. That’s why we offer flexibility, empathy, and a wide range of resources to help you navigate life’s ups and downs and feel your best.
* Holidays: 25 days of annual leave (rising to 30 with service), and tailor your time off by buying or selling up to 5 extra days.
* Pension: We’ll boost your future with up to 10% employer contributions.
* Enhanced Leave: Enhanced maternity (post-probation) and 4 weeks paternity leave to paid neonatal and carers leave.
* Workations: Why not take your laptop somewhere sunny? Work abroad for up to 20 days a year in approved countries.
* Paid Birthday Leave: Your birthday, your rules—take the day off and celebrate in style!
* Volunteering: 2 paid days a year to volunteer for a cause close to your heart.
* Learning & Development: Access to LinkedIn Learning for all colleagues.
* Financial Wellbeing: Stay on top of your finances with a free Snoop Premium subscription.
* Healthcare: Take care of your wellbeing with our easy self-pay Denplan scheme for dental care and feel confident knowing you can also choose Private Medical Insurance.
The Role
Join our dynamic Technology & Change function as an IT Incident & Problem Management Specialist, where you'll play a pivotal role in safeguarding service stability and driving continuous improvement across our IT operations.
As an Incident and Problem Management Specialist, you will:
* Provide operational support for the full spectrum of IT Incident and Problem Management across production services within the Technology & Change function.
* Perform initial triage and investigation of Major Incidents, ensuring accurate prioritisation, effective escalation, and clear handover to incident response teams.
* Act as a key coordinator during live Major Incidents, ensuring stakeholders are kept updated, recovery efforts are aligned, and resolution is managed to closure.
* Manage incidents of all severities (P1–P4), ensuring SLAs are achieved and consistent processes are followed.
* Collaborate closely with the Service Desk to strengthen incident identification, improve first-line resolution, and enhance the quality of logged incidents.
* Drive the Problem Management process, ensuring recurring issues are investigated, root causes identified, and preventative measures implemented.
* Support and enforce Service Level Management governance, ensuring adherence to SLAs and proactively identifying risks of breaches.
* Contribute to Service Improvement Plans, embedding lessons learned from Major Incident and Problem reviews.
* Represent IT Service Management professionally to senior leadership, business stakeholders, and third-party suppliers during and after critical events.
What We’re Looking For
* Strong knowledge of Incident, Major Incident, Problem, and Service Level Management frameworks.
* Skilled communicator, able to produce concise updates and detailed reports tailored to varied audiences.
* Ability to demonstrate leadership in high-pressure environments, especially during Major Incidents.
* Analytical and investigative skills to support triage, RCA, and preventative planning.
* Service Transition and Acceptance knowledge to ensure smooth handover of new services into BAU.
* Previous experience in financially regulated industries is essential.
Who we are
At Vanquis, we have a simple purpose: to deliver caring banking so our customers can make the most of life’s opportunities. We see ourselves as the bank that’s got your back.
Vanquis is an Equal Opportunity Employer. We embrace everyone’s unique strengths and identities. No matter your background, identity, or experience, you are welcome here.
If there’s anything we can do to support you during the recruitment process—whether that’s a different format of the application or additional assistance—please contact us at careers@vanquis.com.
Vanquis Bank is committed to equal employment opportunity and welcomes applications from all qualified candidates.
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