Group Incident Manager

Business Unit: Technology Operations & Cyber Security 
Career Direction: Digitising Our Future
Role Focus: Technical Analysis | Peer Group: Leaders and Specialists (B)  
Location: UK, Hybrid
Salary: £40,000 - £50,000
Contract Type: Permanent, full-time

Our Team

We're looking for an experienced Group Incident Manager to join our multi-disciplinary team where you will assess incidents raised through ServiceNow to understand impact and if there is a requirement for central management. You will also assist in ensuring that all Bronze or Silver incidents are managed to resolution with an understanding of root cause and facilitate Post Incident Reviews detailing relevant actions and identifying lessons learned. This role will require you to support enhancements to the Group Incident management procedure & Framework ensuring a continuous improvement mindset across the Service Management department, identifying opportunities to enhance processes which could add value to the team and wider TOCS, to help improve customer & colleague experience, efficiency and ensure regulatory compliance.  

What you'll be doing:

• Actively lead or support Senior Group and Major Incident Managers on all Major Incidents, including those hitting Bronze or Silver criteria to ensure effective and timely service restoration through the Incident Management process, working with technical and Business teams to agree the appropriate actions to minimise customer and operational impact. 

• Supporting the Senior Group and Major Incident Managers to provide timely updates to business stakeholders on incident status, service impact and actions/timelines to restore service through the appropriate communication channels 

• Supporting the Senior Group and Major Incident Managers ensure appropriate escalations are undertaken in accordance with Bank policies 

• Run and document Post Incident Reviews (PIRs) with root cause and agreed actions and actively track these actions to completion 

• Undertake continual service improvements of the Incident Management process. 

• Day to day monitoring of tools such as Servicenow, Teams channels and Downdetector to enable early detection of incidents. 

• Ensuring a continuous improvement mindset across the Information Service Management team, identifying opportunities to enhance processes which could add value to the team, and wider TOCS, improve customer experience, efficiency and ensure regulatory compliance.  

• Will be required to work OOH/Standby to support incidents and major IT releases 24*7*365 

We need you to have:

• Group (Business) Incident Management experience. 

• Strong leadership and development skills and experience. 

• An understanding of key technologies and applications that underpin the Bank defined Important Business Services processes. 

• Ability to cope with multiple priorities in a rapidly changing and dynamic environment. 

• Experience of Partner engagement through Incidents, PIRs 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.  

And there's no waiting around, you'll enjoy these benefits from day one. 

If we’re lucky to receive a lot of interest, we may close the advert early. Please ensure to submit your applications as soon as possible.  

Say hello to Virgin Money

Virgin Money is so much more than just a bank. As part of the Nationwide group, together we're the UK's first full-service mutual bank serving millions of retail and business customers and all driven by our purpose; Banking but fairer, more rewarding and for the good of society. With us, you’ll be part of an organisation uniquely positioned to make a difference to the lives of customers, communities and broader society and embark on a collaborative, customer obsessed, and fun-filled career journey. Embrace the weekdays, enjoy fantastic perks, and make a meaningful positive difference. Time to discover what it means to be part of the first mutual full-service banking provider.  

Be yourself at Virgin Money

At Virgin Money, we celebrate everyone. We have fun, think big, and relentlessly include each other, all in pursuit of our purpose: Banking – but fairer, more rewarding, and for the good of society.  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 careers@virginmoney.com

Please note: If we receive a high volume of eligible applications, we may need to prioritise candidates whose skills and experience most closely align with the role, while still ensuring fair and equitable consideration for all applicants.

Now the legal bit
Although some of our roles allow you to be based anywhere in the UK, 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.