Incident Manager

The opportunity

This an opportunity to really develop and own Incident Management within an exciting fast paced, and fast growing, fintech company. You will be providing support to the business, Operations and platform management teams and linking in with the engineering teams.
The challenge will be to keep up with huge growth and positive expansion as we build out new “best in class” technology. We will train and support you to manage all incidents (both business and technical) through to resolution whilst communicating clearly with all stakeholders. This is an opportunity to bring cohesion and focus through facilitation, active support, and communication.

What you’ll be doing

• Ensure that incidents are managed in line with agreed governance and process.
  
• Act as a single point of contact for incidents and therefore, provide effective and positive internal and external stakeholder engagement.
• Prioritise all incidents based on impact and urgency, as well as assessing resources and capacity.
• Identification and classification of incidents based on customer and operational impact.
• Support and coordinate the business response to incidents, working closely with IT Incident Management and Business stakeholders.
• Support Post Incident Reviews
  
• Track and manage all actions through to completion.
• Identify, review and initiate actions in response to incident trends.
• Produce reporting and trend analysis to support incident, and problem functions

What we're looking for in you

• Proven experience of Incident and Problem Management within a regulated environment
  
• Recent hands-on experience within financial services
• An excellent communicator! You communicate confidently, clearly and effectively across a range of stakeholders
• A natural ability to operate calmly under pressure with a complex and dynamic environment.
• Driven to deliver best in class and don’t settle for anything less
• Great problem-solving skills
  
• Able to learn quickly and apply new skills when required.
• Some on-call work out of normal business hours may be required
• Enjoy working in a fast-paced, demanding environment

Shieldpay is an equal opportunities employer. For Shieldpay building a fair and transparent workforce begins with the recruitment process that does not discriminate on the grounds of gender, sexual orientation, marital or civil partner status, pregnancy or maternity, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability or age.