IT Service Operations Specialist

2 weeks ago


Wrexham, Wrexham, United Kingdom Chetwood Financial Limited Full time
Who we are & what we do

Founded in 2016, Chetwood Financial is a digital bank using technology to make people better off. At Chetwood, we think differently. We act differently. Unlike traditional banking models, we're not obsessed with customer ownership and cross-selling other products.

We use our banking and technology experience to design and manufacture stand-alone financial products that meet the needs of those using them and by building unique and dynamic products, we make engaging with personal finances easier than ever before.


We come from a diverse range of backgrounds and experiences, and it's because of this that we're able to challenge every aspect of how financial services operate today and build unique and dynamic products for our customers.

We're always on the lookout for exceptional talent to join the team. We're looking for people who share our belief in challenging conventions and making a positive difference for our customers.

Role Purpose


The role is a key part of the Service Management function and is the face of IT for the bank.

It plays a key role in the department's purpose of "Providing value enhancement through creating a seamless user experience by protecting, maintaining, and improving the stability of Chetwood services.

"

Responsibilities:

Lead and manage both reactive and proactive problem investigations via root cause / trend analysis.

Drive incident management activities and processes, including managing major incidents and ensuring efficient logging, progression, and resolution within agreed timeframes.

Escalate incidents and problems (whether critical or minor) to internal and external stakeholders as appropriate.
Determine and evaluate appropriate recovery actions, action owners, appropriate timelines for recovery actions, suggest workarounds, and escalation approaches.
Conduct root cause analysis and preventive management to ensure repeat occasions are avoided.

Ensure appropriate feedback and actions raised for changes required linked to Major Incidents and ensure the processes to these remain fit for purpose (e.g., Change and release management).

Conduct and participate in post incident reviews and carrying out related actions.
Proactively monitor logs and dashboards to identify service impacting events and minimise impact through timely resolution.
Respond, within SLAs, to service requests, incidents, and events raised via multiple channels (e.g. ticket management system, alerts, direct message, monitoring, logs,. Dashboards)
Carry out releases as required to company process.
Ensure timely communication is carried in relation to service events, especially major incidents, and keep stakeholders and tickets updated.

Responsible for the recovery for priority and major incidents, including managing internal / external suppliers, partners and management of stakeholders.

Participate in and contribute to Continuous Service Improvement via identifying opportunities and making improvements.
Review and approve changes to ensure production is always protected.
Produce accurate KPIs, MI, event timelines / logs, and robust logging of actions on tickets.
Join the out of hours support rota.

Skills and experience

ITIL certification or demonstrable experience working in an ITIL aligned environment.
Experience in various Problem Management reactive and proactive techniques supported by understanding of statistics and quality management concepts.
Experience with one, or more, Service Management tools (e.g., Jira or Service Now)
Incident and problem management experience and demonstrable skills in this area.
Trending incidents and problem themes
Strong troubleshooting and fault-finding skills.
Strong cloud collaboration skills and experience
Understanding of IT Security and compliance
Ability to plan and prioritise workload.
Practical experience in problem management
Knowledge of risk management
Ability to understand technical disciplines (Networks, Applications, Servers)
Ability to mentor and train other members of staff.

Advantageous skills and experience

Demonstrable experience with at least one programming language (e.g., Javascript, Pythom T-SQL)

What we offer

A fantastic opportunity to contribute, challenge and learn as we build a bank from scratch
A relaxed, sociable and flexible working environment.

Great benefits include:
life insurance, pension, private medical insurance (including dental and optical), free breakfast and drinks, monthly social events.
Competitive salary.
Opportunity to be part of a well funded, progressive and exciting Fintech.

Chetwood Highlights

Here are just a few examples of what we've achieved so far and what's coming soon:

Secured strategic investment from Elliott Advisors of £150mil of capital, underpinning the planned growth of the business over the next few years.

Secured a full banking licence from the PRA in the only retail bank to do so that year.
Launched the LiveLend Reward Loan; the world's first dynamic loan that responds to improvements in customers' credit score.
Secured several distribution partnerships with our lending product and have already seen 400%+ growth in new business since 2019.
Launched SmartSave; providing customers with a simple, online savings account at a great rate.
Achieved and maintained an 'Excellent' Trustpilot rating from both lending and savings customers.

Acquired Yobota - a FinTech company delivering core banking platform underpinning number of loans and savings products on the market.

Chetwood Financial Ltd does not accept speculative or unsolicited CVs from Recruitment Agencies.


Any unsolicited CVs received will be treated as the property of Chetwood Financial and Terms & Conditions associated with the use of such CVs will be considered null and void.



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