Address
Form of workBusiness Unit / Team: Chief Operating Office
Salary range: £38,400 - £54,000 per annum DOE + red-hot benefits
Live to inspire change. Live a life more Virgin.
Our Team
We've an exciting opportunity for an experienced Incident Manager to join our multi-disciplinary team to run major IT service incidents and restore our services to our customers and colleagues as soon as possible. You will have a passion for IT Service delivery and be able to think on your feet, absorb information quickly and make decisions in a fast changing, sometimes high-pressure environment.
You will lead major service incidents to successful full-service recovery, record and monitor the progress towards a resolution for all incidents and potential subsequent problems and work towards continual service improvement through trend analysis and active engagement with technical resolver teams.
What you'll be doing
• Authorise emergency change under Major Incident Management
• Provide timely updates to IT and business stakeholders on incident status, service impact and actions/timelines to restore service through the appropriate communication channels
• Ensure appropriate escalations ae undertaken in accordance with Bank policies
• Be involved in Post Incident Reviews (PIRs), helping to identify root cause, agree actions and actively track these actions to completion
• Undertaking third party engagement via relevant Major Incident Management processes and Service Reviews
• Providing accurate timely and relevant management reporting.
• Undertaking continual service improvements of the Major Incident Management process.
• Identifying and supporting the implementation of improvements to automated service monitoring using incident and problem knowledge
• Help to integrate Major Incident Management with other functions within CIO, ensuring that resolver teams understand the Major Incident Management process and their role and responsibilities
• Lead major service Incidents to ensure effective and timely service restoration through the Major Incident Management process, working with technical resolver teams and Service Managers to agree the appropriate actions to protect and restore service
We need you to have…
• Significant Major Incident management experience gained within a large organisation
• Demonstrable leadership skills with the ability to act quick and make sound decisions
• Ability to cope with multiple priorities in a rapidly changing and dynamic environment.
• Strong communication skills
• Experience of Partner engagement through incidents and/or Service Reviews
• Tenacity, resilience and flexibility
Red Hot Rewards
• Generous holidays - 38.5 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
• Ability to work anywhere in the UK (where the role allows)
And there's no waiting around, you'll enjoy these benefits from day one.
Feeling insatiably curious about this role? Apply as soon as you can. If we're lucky to receive a lot of interest, we may close the advert early and would hate you to miss out.
We're all about helping you Live a Life More Virgin, so happy to talk flexible working with you.
Say hello to Virgin Money
We're making great strides towards achieving our ambition of becoming the UK's best digital bank. As a full-service digital bank with a heritage stretching back over 180 years, we`re a workforce to be reckoned with. We're putting the full power of our experience behind disruptive ideas that reinvent the role a bank plays in people's lives. We strive to create positive experiences for our millions of customers and our purpose, ‘Making You Happier About Money', underpins everything we do. We believe in doing banking differently, innovating and working together to make a real difference. Join us and Live a Life More Virgin that empowers you with choice and flexibility in how you work.
Be yourself at Virgin Money
Our purpose is to make people happier about money, this means seeing and feeling the world as our customers do by creating a workforce that reflects the rich diversity of our customers and communities. We're committed to creating an inclusive culture where colleagues feel safe and inspired to contribute, speak up and be heard.
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
Now the legal bit
Living A Life More Virgin allows our colleagues to be based anywhere in the UK (if the role allows it), but we'll need you to confirm you have the right to work in the UK.
If you're successful in securing a role with us, there are some checks you need to complete before starting. 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.
