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IT Incident
2 months ago
About the Role
Reporting to Service Operations manager, you’ll contribute to the efficient and sustainable resolution of service-related issues to minimise impact to our colleagues and customers.
You will contribute to the effective implementation and adherence of Incident and Problem Management Policies, Standards and Operating Procedures, feed into the roadmap for process maturity and Continual Service Improvement - both owning and driving actions within the roadmaps.
The Incident and/or Problem Analyst will play a key role in ensuring the processes deliver compliant and customer centric outcomes, ensuring business value and wider business objectives are achieved.
About You
You will have previous experience supporting and performing IT Incident, Major Incident and/or Problem Management processes as well as working knowledge of Change Management and associated ITIL processes. You will have proven abilities working closely with IT Support teams to ensure Incidents and Problems are managed from identification through to resolution.
You will be an effective communicator with experience of managing a wide range of stakeholders using various channels, alongside being able to work under pressure and at pace during a major incident. You will be able to lead and manage technical resourced throughout incident and problem management lifecycles. A keen eye for detail and concise documentation skills are required to produce Major Incident Reports, Post Incident Review outputs, document and share Workarounds, Known Errors and other documentation as required.
About Us
Newcastle Strategic Solutions, a subsidiary of the Newcastle Building Society Group is the UK’s leading savings management platform and one of the North East’s most established and successful FinTechs We provide savings management and technology services for new challenger banks and established providers across the UK. Our work has earned us an enviable reputation in the market as the best at what we do.
As an inclusive employer and member owned mutual, we aim to reflect the diverse communities we serve and encourage applications from candidates of all backgrounds. We believe everyone should feel valued, respected, and celebrated for who they are, we want colleagues to feel this is a place they belong. A place to be you.
What do you get in return? As well as receiving a competitive annual salary based on above-market pay scales, our reward package includes :
- A 35-hour weekly contract and we are happy to talk flexible working
- 30 days holiday each year plus bank holidays
- Bonus Scheme (paid annually) -On target 10%, up to 15% depending on performance
- Colleague mortgage scheme and access to our financial advisors
- Private medical insurance
- Pension scheme (up to 9% employers’ contribution)
- Life assurance (4x salary) and income protection
- Access to a range of wellbeing benefits, including medicash scheme
- Electric car salary sacrifice scheme
- Cycle to Work scheme
- Above statutory family leave entitlement - 3 months full pay, 3 months half pay regardless of gender or route to parenthood
- An extra day’s holiday for your birthday
- The option to buy and sell holidays
- Two paid volunteering days each year
- A broad range of learning and development opportunities
- Access to a range of high street and online discounts
- Free onsite gym at Cobalt and access to a range of discounted/subsidised gym memberships nationwide
- A wide range of recognition initiatives to recognise and reward great performance
- Hybrid working
Recognising there’s no one-size-fits-all approach to recruitment, we’re committed to ensuring every candidate has the opportunity to showcase their full potential throughout the recruitment process. We strive to make our processes as accessible as possible, if there are any ways in which we can provide support or make adjustments, we would love to discuss this with you, you can contact your Recruiter for this vacancy at
