Business Incident Manager

Business Unit: Technology Operations & Cyber Security
Salary Range: £45,000 – 55,000 per annum DOE + red-hot benefits

Live to challenge the status quo. Live a life more Virgin.

Our Team
We're looking for an experienced Business Incident Manager to join our multi-disciplinary team where you’ll assess incidents raised through servicenow to understand impact and if there is a requirement for central management. You’ll 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.

You’ll take a fundamental Service role in communicating with Business stakeholders across the Bank, providing incident updates and ensuring actions are completed supporting the Senior Group/Business Incident Manager ensure appropriate escalations are undertaken in accordance with Bank policies.

You’re required 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 Bronze or Silver Incidents 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
• Provide accurate timely and relevant management reporting.
• 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.
• Supporting enhancements to the Group Incident management procedure & Framework.
• 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.
• Prioritising demands and deliver in a fast moving and challenging environment.
• 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.
• Strong communication skills.
• 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.

Feeling insatiably curious about this role? 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, and we're putting the full power of our experience behind disruptive ideas that reinvent the role a bank plays in people's lives. We're customer-obsessed and work tirelessly to deliver on our purpose, ‘Making You Happier About Money.’ This means we're able to do banking differently, and by innovating and working together we can make a real difference by creating memorable moments and red-hot experiences for our millions of customers. 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 careers@virginmoney.com

It’s important to note that there may be occasions where it’s not possible to interview all candidates declaring a disability who meet the essential criteria for the job. In certain recruitment situations such as receiving a high-volume of applications, we may need to limit the overall numbers of interviews offered to both disabled and non-disabled applicants. 

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.