5 years’ experience in working in Technology Major Incident Management
Experience working in the financial industry
SME level understanding of Service Management processes
Very strong command and control
Ability to work 247 shift patterns
Preferably located in the north of England
Triage Prioritise incidents
Facilitate Service Recovery
Facilitate Business Engagement
Communicate recovery progress to senior management
Issue Major Incident Notification MINs
Contribute to Incident Major Incident Reviews
Execute the Incident Management Practice
Participate in the Management Escalation Call MEC process
Principal Accountabilities Targets and Measures
Impact on the Business
Driving Sustainable Growth
Engages with colleagues across the group including senior peer managers to generate active discussions to achieve suitable solutions to problems that meet both the Banks and their customers business requirements Seeks ways to improve efficiency minimise duplication
CTO services exceed business partner and customer expectations through reduced occurrences of service problems and corresponding service minutes lost
Achieving Excellence
Focus on medium- and long-term goals even when under pressure Makes considered decisions with factual coherent recommendations benefits implications Implement globally consistent incident management processes
Measurable improvement in customer satisfaction and service quality
Change Implementation
Steers guides the team to deliver change activity provides regular updates to stakeholders including progress risks issues
Leads end to end change journey and validates mitigation plans
Customers Stakeholders
Customer Focus
Demonstrate outstanding customer advocacy ensure seamless service from incident escalation through to resolution and root cause identification Seeks opportunities and provides proposals to improve the process increase efficiency and interactions with customers throughout the incident lifecycle
Adherence to Incident Management techniques measured reduction in mean time to restore and mean time to root cause
Effective Communication
Effectively communicate service impacting problems including business impact and root cause in a timely manner using the global toolset in accordance with stakeholder expectations via both written and verbal means
Engages confidently and clearly with colleagues and executives throughout the incident lifecycle
Data Capture
Ensure incident lifecycle data is accurate complete consistent and available to enable analysis for proactive service problem prevention ongoing continual service improvement
Measured reduction in repeat incidents
Leadership Teamwork
Collaboration
Build rapport mutual understanding within across teams to improve service delivery and achieve the Banks objectives Encourage debate open discussion to improve service delivery through teamwork
Creates and promotes opportunities for networking identifies and builds relationships with key contacts and influencers
Team Management
Lead and manage the resources engaged in incident management activities for the duration of the incident Maintain excellent working relationships with all contributors from Service Management through to Business Service Owners and Senior Management with the ITID function
Evidence of excellent customer service and support interpersonal skills and demonstrates understanding and empathy
Operational effectiveness Control
Ensure compliance with eternal regulatory requirements internal controls group compliance
Managing risk responsibly Promotes manages relevant monitoring reporting requirements within their team
Ensures timely implementation of recommendations made by internalexternal auditors regulators
Implements IT Operations best practice in risk policies and governance framework for incident management evidence of risk mitigation as a result of Incident Management activities
Major Challenges
Maintaining high quality CTO service provision of critical services that have the potential to cause significant disruption to the bank its customers in an increasingly fast changing environment with increased regulatory oversight stringent cost management
Client IT infrastructure is very complex diverse ever evolving resulting in establishing impact recovery options problematical and therefore communicating the issue to stakeholders a challenge
Role Context
The Client IT environment is extremely complex comprising a wide variety of platforms environments in a 24x7x365 model and incidents must be either fixed or circumvented within agreed service levels failure to recover the services in line with agreements can severely impact the groups profitability reputation
