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SalaryIncident and Problem Manager Team Lead
About this role
Reporting to the Technology Operations Centre (TOC) Manager, you will be responsible for the Team managing, documenting and communicating all major Incidents and Problems to extremely high standards and in line with Enterprise processes across AWS and on-prem environments in support of Capital One’s UK business.
You will perform people leadership responsibilities for three Incident and Problem Managers. Building a highly motivated and engaged team will be fundamental to your success in this role as you support the development of your Team members in a changing technology landscape.
The TOC is a 24*7*365 operation with online presence between 08:00-17:30 and on-call coverage providing out of hours support. You will be required to perform Incident Management on call cover on rotation.
What you’ll do
- People leadership for three Incident and Problem Managers
- Team adherence to Enterprise Incident & Problem processes
- Supporting Team members in their personal development, service and process improvement objectives
- TOC operational toolset adoption and rollout to meet the needs of the UK Business
- Lead major and critical Incident investigations through management, coordination and appropriate challenge of technical resources on a 24*7*365 basis.
- Coordination and leadership of office based and virtual support teams
- Monitoring the overall execution and health of Incident Management and Problem Management activities and compiling Incident and Problem based reporting
- Identifying Service trends through effective root cause analysis, and driving initiatives across Tech to provide corrective actions
- Additional responsibilities include TOC operational toolset adoption and rollout, Incident and Problem reporting as well as ownership of the TOC Onboarding initiative to drive the correct Incident and Problem engagement behaviours from our Support, SRE, and Engineering Teams.
- You will be liaising closely with our Business Partners, internal Technology teams, and real-time engagement with suppliers and sourcing partners to effectively manage Incidents and Problems impacting our business.
What we’re looking for
- Strong experience in a People Leadership role. We want to hear all about your successes in leading teams and developing associates.
- Strong experience of working in a Major Incident or Service Management role
- Exceptional communication skills and the ability to display a flexible problem solving approach.
- Able to work and remain calm in a pressured environment, demonstrating great situational leadership across multiple teams and stakeholders
- Experience in handling large IT incidents, ideally within the Financial Services sector
- Ability to communicate openly and effectively in both written and verbal form, confident meeting with internal and external Senior stakeholders
- ITIL Foundation qualification preferable
- A basic understanding of Tech application and infrastructure terminology, along with entry level understanding of the principles of AWS Cloud technologies
Where and how you'll work
This is a permanent position and is based in our Nottingham offices. We’ve adopted a flexible hybrid working model - one that creates the opportunity to work in your own way, but also provides great spaces for in-person collaboration.
Our core in-the-office days are Tuesday to Thursday - you’ll be led by your team, the type of work you do and of course your preferences. Many of our team have flexible working patterns so we’re open to discuss flexible working arrangements with you.
We are committed to creating a level playing field and seek to create teams that are representative of our customers and the communities we serve. We’d love to hear from you if you identify with a typically under-represented group in our industry and are particularly keen to hear from women and ethnic minority candidates.
What you should know about how we recruit
We pride ourselves on hiring the best people, not the same people. Building diverse and inclusive teams is the right thing to do and the smart thing to do. We want to work with top talent: whoever you are, whatever you look like, wherever you come from. We know it’s about what you do, not just what you say. That’s why we make our recruitment process fair and accessible. And we offer benefits that attract people at all ages and stages.
We also partner with organisations including the Women in Finance and Race At Work Charters, Stonewall and upReach to find people from every walk of life and help them thrive with us. We have a whole host of internal networks and support groups you could be involved in, to name a few:
- REACH – Race Equality and Culture Heritage group focuses on representation, retention and engagement for associates from minority ethnic groups and allies
- OutFront – to provide LGBTQ+ support for all associates
- Mind Your Mind – signposting support and promoting positive mental wellbeing for all
- Women in Tech – promoting an inclusive environment in tech
- EmpowHER - network of female associates and allies focusing on developing future leaders, particularly for female talent in our industry
If you require a reasonable adjustment, please contact ukrecruitment@capitalone.com All information will be kept confidential and will only be used for the purpose of applying a reasonable adjustment.
For technical support or questions about Capital One's recruiting process, please send an email to Careers@capitalone.com
Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.
Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).
