Major Incident & Problem Manager

Location Durham Hybrid
Contract Type Permanent
Hours Full time

We’re Atom…

The bank that’s leading the fintech charge.

Tech is at the heart of everything we do here at Atom. We’ve rebuilt the bank, from our app to our banking platform, to make sure it’s native and cloud based. Thanks to this approach, we can develop new products and ship updates to customers rapidly.

We have very little legacy, but that doesn’t stop us looking for ways to improve. For instance, we are already exploring ways to improve some services we transitioned to the cloud very recently. Quickness and efficiency are always a priority, but we never compromise on security, usability, or reliability getting there.

What’s it all about?

This role sits within our IT Operations team that includes Security, Service Management & Support. You’ll be responsible for managing the lifecycle of all problems, with the aim of preventing Incidents from happening. However sometimes, there are those that cannot be avoided but with effective co-ordination and management of these problems you’ll minimise the impact for our customers and the bank, ensuring service operations are restored quickly.

As Major Incident & Problem Manager you’ll manage all high-impact technical incidents and are tasked with ensuring accurate & timely issue of communications, with effective collaboration across Technology support teams to support swift resolution of incidents. As the key escalation point you will assess any reported incidents, whilst reviewing the impact and urgency of the situation, always ready to collate the crisis info and escalate to relevant teams.

In this role you will also be one of the lead major incident managers in and outside of office hours as part of an on-call rota, which will include incident management with associated activities such as PIR meetings and accompanying report production.

What will your ‘typical’ day look like…. (there’s no 2 days the same in Atom):

  • Implement the Problem Management process within an ITIL framework
  • Take full responsibility for root cause investigations and the delivery of fixes or work arounds
  • Effective triage of problem records
  • Monitor and liaise with resolver groups, including 3rd party suppliers as required
  • Co-ordinate resolution plans with appropriate resolver groups
  • Ensure clear and concise updates are recorded within the service management tool for audit purposes
  • Conduct Problem Reviews, identifying lessons learnt and driving improvements
  • Draft and publish Problem reports to the highest standard – content accuracy
  • Provide monthly and ad hoc MI and reports as required by Service Delivery and the business
  • Identify any re-occurring incident trends and ensure they are logged as problems
  • Lead PIR meetings on the back of any P1 or P2 customer impacting incident and issue accompanying report
  • Lead or assist with any key production changes by planning a runbook and carrying out full business verification testing post change
  • Provide cover & deputise where and when necessary to the Lead Service Manager (Run).

What do we need from you?

  • Demonstrable Problem Management Experience
  • Experience with Major Incident Management
  • Possess the ability to provide leadership in a team environment
  • Be able to appropriately prioritise work tasks and assignment in a high-pressure environment
  • Proven analytical, conceptual and problem-solving abilities
  • Be a calming influence, even in crisis situations
  • Strong communication & organisational skills
  • Stakeholder management experience.

What would we ideally like from you?

  • Previous experience working in a SIAM environment
  • An understanding of DevOps/CDM principles and methodologies
  • Understanding of Service Level Agreements and their application
  • Exposure to Cloud services (AWS/GCP/Azure).

What you’ll get from us:

  • Flexible & hybrid working
  • 4 day working week
  • Annual Share Option – performance related
  • Incredibly generous Company pension scheme, candidate contributes (maximum of 13% of Atom input – candidate can put in more)
  • ‘All About Me’ fund - £200 per year to spend on personal development
  • 25 days holiday + 8 statutory days - rising by half a day with every year in the company
  • Private Medical Insurance for you and full family
  • Health Cash Plan – expenses paid on Optical/Dental/other appointments/treatments
  • Life Insurance – 4 times annual salary
  • Critical illness cover – 1 x lump sum annual salary
  • Cycle to work Scheme
  • Continuous development – professional qualifications.

PLEASE NOTE: You must have the legal right to work in the UK to apply for this role as Atom is unable to support Visa Applications/Sponsorship

Atom is an equal opportunities employer.We value you as an individual and therefore disregard race, religion/belief, gender, sexual orientation, maternity/pregnancy, age, gender reassignment, marriage/civil partnership and disability in any hiring decisions we make. Atom will always adhere to the Equality Act 2010.

All roles within Atom must adhere to the Conduct Rules as set out by the Prudential Regulation Authority (PRA) and Financial Conduct Authority (FCA)