Incident & Availability Lead

6 months ago

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 day-to-day 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 non-availability 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, non-routine and high-impact 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 co-operative 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 business-oriented and focuses on the customer.
- Takes a long-term 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.
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