Business Unit / Team: Chief Operating Office
Salary range: £38,400 -£55,600 per annum DOE + red-hot benefits
Get out of your comfort zone. Live a life more Virgin.
Our Team
We’re looking 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’ll 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.
This role requires you to 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 active engagement with technical resolver teams.
What you’ll be doing
• Actively lead major service Incidents to ensure effective and timely service restoration through the Major Incident Management process
• Collaborate with other IT teams and departments to ensure alignment and integration of IT services
• Own and drive the resolution of incidents by leading the technical and functional teams, facilitating collaboration and communication, and ensuring timely and effective actions
• Provide timely updates to IT and business stakeholders on incident status, service impact and actions/timelines to restore service through the appropriate communication channels
• Track and report on the progress and status of incident resolution, and communicate any risks, issues, or delays that may affect the service restoration
• Ensure appropriate escalations are undertaken in accordance with Bank policies
• Ensure that the incident resolution meets the agreed service level agreements (SLAs) and quality standards, and verify the satisfaction of the end users and stakeholders
• Be involved in Post Incident Reviews (PIRs) helping to identify root cause, agree actions and actively track these actions to completion
• Undertake third party engagement via relevant Major Incident Management processes and Service Reviews
• Undertake continual service improvements of the Major Incident Management process
• Identify and support implementation of, where appropriate, improvements to automated service monitoring using incident and problem knowledge
We need you to have
• Major Incident Management experience
• An understanding of key technologies and applications that underpin the Bank defined Critical End2End processes
• 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
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.