Incident Manager
Team
Operations
Location
The Old Bailey Office
County
Central London
Ref #
10970
Closing Date
16-Jul-2020
Are you a problem solver who thrives on making things right for the customer? Can you confidently engage with a wide variety of stakeholders? Do you have a drive for managing risk events and incidents to prevent disruption to customers? If yes, then we may have the role for you!
As an Incident Manager, you will be responsible for developing, maintaining and monitoring conformance to Metro Bank’s incident management framework and minimum standards. You are the main point of contact for incident escalations and will manage major incidents through to resolution, as well as support various project teams with scenario planning ahead of launching new propositions. You will play an integral role in ensuring our critical services are protected and smoothly recovered when things don’t go to plan.
So what would you be doing?...
• Owning, developing and maintaining the incident management framework, minimum standards and associated tools
• Confidently leading major incidents from inception through to resolution; working with a wide range of senior business stakeholders to ensure we learn and make improvements when things go wrong
• Supporting Business Continuity activity across the bank; making sure plans are in place to recover the bank’s critical services within recovery time objectives
• Driving post incident analysis to define the root cause and making sure the necessary actions are seen through to fruition to avoid re-occurrences
• Working closely with multiple project teams to understand potential programme impacts and develop quality incident response plans
• Producing timely, informative Management Information (MI) suitable for our Executive Board
• Making sure the customer impact of incidents is fully understood and making certain customer remediation is completed where required
You need to be this kind of person…
• Passionate about providing unparalleled levels of service and convenience for customers
• Able to work and learn quickly in a fast paced, fun and dynamic environment
• Prepared to stick at something – we get nervous if someone has jumped from job to job as we want people who are prepared to learn and grow
• Care about doing a great job and exceeding expectations with the quality of what you do
And... we are a bank so risk is a part of everything we do. We love people who take responsibility, do the right thing for customers, colleagues and Metro Bank and have the courage to call out any concerns.
We always support colleagues to develop their skills. But to be successful in this job you really do need to already be able to do most of these wonderful things...
• Understand the risks associated with your job and what that means for you, Metro Bank and all our stakeholders
• You will need to have knowledge of Incident Management methodologies and frameworks
• In order to hit the ground running, you will need to have experience of managing major incidents as well as a flexible, positive ‘Can Do’ approach
• Outstanding written and verbal communication skills are key in this role
• You will need to have structured problem solving skills, with the confidence to make recommendations to colleagues at all levels based on both subjective and objective information
• Naturally you need to have Experience of working in a FCA regulated organisation, preferably a Bank
• You will have good stakeholder management skills, with the confidence to approach people across the bank
• ITIL qualification is desirable but not essential
Important Footnote
Diverse teams really are the best teams. We know that candidates (especially women, research tells us) may be put off applying for a job unless they can tick every box. We also know that ‘normal’ office hours aren’t always doable, and while we can’t accommodate every flexible working request we are happy to be asked. So if you are excited about working with us and think you can do much of what we are looking for but aren’t sure if you are 100% there yet… why not give it a whirl? Please note that sometimes we may close a job earlier for applications if we are inundated with amazing candidates.. Good luck!
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