Incident & Availability Lead

1 week ago

London, Greater London, United Kingdom Handelsbanken Full time
Job Introduction

UK Technology (UKT) is responsible for architecting, developing and securing IT solutions for the UK Business (including Handelsbanken Wealth Management).

This role sits within the Services & Infrastructure department that supports the Banks service delivery, technical infrastructure, end user support and IT continuity capabilities.

This role is Monday to Friday 09:00-17:00 and is based in either the London or Manchester office. This role includes participating in an out of hours support rota (currently 1 in 6).

Main Responsibilities

  • Providing daytoday direction of a team of process specialists (between 1 and 5)
  • Diagnosing service delivery problems and initiating actions to maintain or improve levels of service
  • Investigating all breaches of availability targets and service nonavailability and initiating remedial activities
  • Analysing service and component availability, reliability, maintainability and serviceability
  • Developing, maintaining and testing incident management procedures in agreement with service owners
  • Investigating escalated, nonroutine and highimpact incidents to responsible service owners and seeking resolution
  • Facilitating recovery, following resolution of incidents. Ensuring that resolved incidents are properly documented and closed
  • Analysing causes of incidents, and informing service owners to minimise probability of recurrence, and contributing to service improvement.
  • Analysing metrics and reports on the performance of the incident management process
  • Analysing patterns and trends and making improvements to the problem management processes
  • Ensuring that appropriate action is taken to anticipate, investigate and resolve problems in systems and services
  • Ensuring that such problems are fully documented within the relevant reporting systems
  • Enabling development of problem solutions. Coordinates the implementation of agreed remedies and preventative measures
  • Planning and implementing improvements to measurement capability
  • Selecting measurement techniques appropriate to the context and organisational objectives. Reviewing data collection and storage mechanisms to support service measurement
  • Establishing and maintaining operational processes and procedures and reviews them regularly for effectiveness and efficiency
  • Drafting and maintaining standards and procedures for service component capacity management. Ensuring the correct implementation of standards and procedures
  • Proactively reviewing information in conjunction with service level agreements to identify any capacity issues and specifies any required changes
  • Ensuring that operational procedures and documentation are fit for purpose and kept up to date. Ensuring that operational issues are identified, recorded, monitored and resolved. Provides appropriate status and other reports to specialists, users and managers
  • Deputising for the Service Delivery Manager where required
  • Act as out of hours Major Incident Manager (currently on a 1 in 6 rota)

Essential

  • Extensive experience leading and managing high severity major incidents in a time critical environment
  • Interpersonal skills and the ability to work with people at all levels
  • The successful applicant will be required to work with colleagues at every level of the organisations and with a wide variety of disciplines
  • Comfortable working independently in a high pressure environment (during ongoing major incidents)
  • Knowledge of control frameworks, industry standards, and regulatory guidance, including: ISO 27001, ISO20000, COBIT, ITIL, BIAN, FCA/PRA, CHAPS, LINK
  • Excellent verbal and written communication skills with the ability to analyse, articulate and present complex issues clearly and concisely
  • Professional standard of presentation skills
  • Ability to build strong professional relationships at all levels and represent Handelsbanken effectively
  • Ability to work well under pressure
  • Attention to detail and an organised approach to work

Desirable

  • Previously worked at an organisation going through a large scale technology modernisation program
  • Experience working in a highly regulated environment
  • Financial Services experience, in particular Banking and/or Wealth Management
  • Experience working with a large outsourced service provider

Compliance with the 6 Conduct Rules

  • Act with integrity;
  • Act with due skill, care and diligence;
  • Be open and cooperative with the FCA, PRA and other regulators;
  • Pay due regard to the interests of customers and treat them fairly;
  • Observe proper standards of market conduct.
  • Act to deliver good outcomes for retail customers.

Core Values

  • Is businessoriented and focuses on the customer.
  • Takes a longterm approach.
  • Has the courage to make decisions.
  • Is innovative and proactive.
  • Takes responsibility for their own development.
  • Has high ethical and moral standards.
  • Likes good administrative order.
  • Collaborates with others to achieve joint goals.
-

  • Incident Lead

    2 months ago

    London, Greater London, United Kingdom FIS Global Full time

    Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) Education Desired : Bachelor's DegreeAre you ready to unleash your full potential? We're looking for people who are passionate about payments to chart Worldpay's path to being the largest and most-loved payments company in the world.About the teamThe incident,...

  • Incident Lead

    2 months ago

    London, Greater London, United Kingdom FIS Global Full time

    Position Type: - Full time Type Of Hire: - Experienced (relevant combo of work and education) Education Desired: - Bachelor's Degree Travel Percentage: - 5 - 10% Are you excited to unlock your full potential? We're seeking individuals who are truly enthusiastic about the world of payments to guide Worldpay towards becoming the biggest and most beloved...

  • Incident Lead

    4 weeks ago

    London, Greater London, United Kingdom FIS Global Full time

    Position Type: - Full time Type Of Hire: - Experienced (relevant combo of work and education) Education Desired: - Bachelor's Degree Travel Percentage: - 5 - 10% Are you excited to unlock your full potential? We're seeking individuals who are truly enthusiastic about the world of payments to guide Worldpay towards becoming the biggest and most beloved...

  • Incident Lead

    1 week ago

    London, Greater London, United Kingdom FIS Global Full time

    Position Type:Full timeType Of Hire:Experienced (relevant combo of work and education)Education Desired:Bachelor's Degree Are you ready to unleash your full potential? We're looking for people who are passionate about payments to chart Worldpay's path to being the largest and most-loved payments company in the world.About the teamThe incident, problem, and...

  • Enterprise Account Executive

    1 week ago

    London, Greater London, United Kingdom Culture Amp Full time

    Join us on our mission to make a better world of work.Culture Amp revolutionizes how over 25 million employees across 6,000 companies create a better world of work. As the global platform leader for employee experience, Culture Amp empowers companies of all sizes and industries to transform employee engagement, develop high performing teams, and retain...

  • Health Safety Environment Advisor

    1 week ago

    London, Greater London, United Kingdom AMP Clean Energy Full time

    Here at AMP, we are committed to supporting the energy transition by funding, developing, and delivering flexible energy solutions and helping businesses decarbonise.Our mission is to create a smarter energy future. We are relentless in our focus on tackling the central challenge of our age – the energy transition.The size and scale of the challenge means...

  • Product Support Specialist

    1 week ago

    London, Greater London, United Kingdom Culture Amp Full time

    Join us on our mission to make a better world of work.Culture Amp revolutionizes how over 25 million employees across 6,000 companies create a better world of work. As the global platform leader for employee experience, Culture Amp empowers companies of all sizes and industries to transform employee engagement, develop high performing teams, and retain...

  • SOC Incident Response Lead

    1 week ago

    London, Greater London, United Kingdom Anaplan Full time

    Here at Anaplan, we have reinvented how companies see, plan, and run their businesses. Our platform allows our customers to uncover new insights, connect their strategy to their plans, and work in ways they had not previously thought possible. We're growing fast, constantly innovating, and couldn't be prouder to help our customers move forward with...

  • Security Incident Lead

    1 week ago

    London, Greater London, United Kingdom Acumin Full time

    Security Incident LeadDive into this opportunity and take quick action if your experience and skills align with the following description.Be part of our Cyber Security product group as a Security Incident Lead, a crucial role within our team dedicated to cyber security incident management and security operations technologies. Our goal is to provide top-notch...

  • Incident Response Technical Lead

    1 week ago

    London, Greater London, United Kingdom Breath HR Full time

    Remote, with occasional travel to London Head Office Vacancy listed 26/03/2024 Details Who are we? Reliance Cyber is a leading independent provider of cyber security services in the UK, known for outstanding customer service and independent and trusted advice that offers a 'one stop shop' for clients' cyber security needs. We are passionate about our...

  • Incident Response Lead

    1 week ago

    London, Greater London, United Kingdom La Fosse Full time

    Hi All,I'm working with a global business looking for an Incident Response Lead who has a wide breath of experience working proactively on incidents and confident in collaborating with teams across the business.You will be a fit if you have experience with:nDeveloping playbooks/runbooksnA variety of blue-team activitiesnWorking collaboratively with the...

  • SMB Account Executive

    1 week ago

    London, Greater London, United Kingdom Culture Amp Full time

    The Opportunity at Culture Amp Here at Culture Amp, we have an exciting opportunity for an Account Executive (New Business) to come and join our talented and inclusive sales practice. We find ourselves in a pretty unique position where we are now doubling down our efforts in attracting more of our customers towards our performance tool so that they can...

  • Digital Forensic and Incident Response Team Lead

    1 week ago

    London, Greater London, United Kingdom Aveva Full time

    AVEVA is a global leader in industrial software. Our cutting-edge solutions are used by thousands of enterprises to deliver the essentials of life - such as energy, infrastructure, chemicals and minerals - safely, efficiently and more sustainably.We're the first software business in the world to have our sustainability targets validated by the SBTi, and...

  • Incident Manager

    1 week ago

    London, Greater London, United Kingdom Computappoint Full time

    Job DescriptionContractDuration: 6 -12 MonthsHybrid Model: 3 days in London Office - 2 days remoteA leading Financial Services organisation in London is seeking an experienced Incident Manager who will be responsible for the use of incident and problem management processes as well as establishing reporting processes to actively identify and manage service...

  • Business Incident

    1 week ago

    London, Greater London, United Kingdom Nationwide Building Society Full time

    At Nationwide, we're known for putting our customers at the heart of everything we do. That's no different when things go wrong. Emergency situations can happen at any time of day or night. When they do, you want to know that the team responding know what to do and how to do it as quickly and efficiently as possible. You want to know that they can keep a...

  • Business Incident

    1 week ago

    London, Greater London, United Kingdom Nationwide Building Society Full time

    At Nationwide, we're known for putting our customers at the heart of everything we do. That's no different when things go wrong. Emergency situations can happen at any time of day or night. When they do, you want to know that the team responding know what to do and how to do it as quickly and efficiently as possible. You want to know that they can keep a...

  • Incident Manager/ Cisco Incident Manager

    1 week ago

    London, Greater London, United Kingdom Randstad Technologies Full time

    Incident Manager/ Cisco Incident Manager 6 Month Contract roleRate- £20- £22 per hour Remote Working One of the leading Multinational companies in the UK is seeking an 'Incident Manager ' to join their team on a 6 Month Contract. As an Incident Manager you will be collaborating with customers to plan, configure, and diagnose issues with Cisco products and...

  • Incident Handler

    1 week ago

    London, Greater London, United Kingdom Barclays Full time

    Incident HandlerLondonAs a Barclays Incident Handler, you will be a vital member of a team who acts as the focal point for all security related escalations, operational coordination, and incident management. For this role, you will plan and co-ordinate a large scale security incident response effort, involving multiple functions, operational teams and...

  • Incident Handler

    1 week ago

    London, Greater London, United Kingdom eFinancialCareers Full time

    As a Barclays Incident Handler, you will be a vital member of a team who acts as the focal point for all security related escalations, operational coordination, and incident management. You will plan and co-ordinate a large scale security incident responseeffort, involving multiple functions, operational teams and front-line customer facing...

  • Major Incident Manager

    1 week ago

    London, Greater London, United Kingdom Jobs for Humanity Full time

    Job Description Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) Education Desired : Bachelor of Commerce/Business Travel Percentage : 5 - 10%Are you ready to unleash your full potential? We're looking for people who are passionate about payments to chart Worldpay's path to being the largest and most-loved payments...