IT Service Operations Specialist

1 week ago

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 2018 - the only

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