Job Introduction
Main Responsibilities
- Coordinate the recovery of incidents by chairing the incident management bridge, coordinating all technical and business resource to ensure incident resolution. Including but not limited to:
- Respond to reported incidents from various channels
- Quickly identify and classify incidents based on their impact and urgency
- Regulatory notification assessments
- Issue internal / external Incident communications
- Escalations to crisis team or UKTL as required
- Document all actions taken during the incident response process
- Liaise with Risk, Security and Compliance teams
- Create maintain incident management training and awareness materials
- Deliver training on incident process and procedures to key members of staff
- Support response to audit and assurance activities related to incident, problem and event management
- Maintain the incident management log and data tracker
- Create and analyse incident data to produce dashboards, reporting and MI
- Assist in developing and maintaining incident playbooks for common or anticipated incident scenarios
- Chair post incident review and produce post incident reports as required
- Attend and represent UKT at various forums such as intra-group incident review, operational risk committee, Weekly Ops etc. (where required)
- Act as secretary for the weekly incident review meeting, supporting the Incident & Availability Lead
- Attend UK CAB and represent incident management
- Deputise for the Incident & Availability lead as required
- Support and cover for the IT Problem Manager as required
- Ensure Incidents are escalated into the Crisis Management function/team in line with the documented process
- Deliver on other Incident Management related tasks and actions as directed by the Incident & Availability Lead and Service Delivery Manager
- Participate in the 24/7 on call Major incident team on a rota basis (currently 1 in 6)
Ideal Candidate
Research (by Harvard University) shows that women are particularly likely to second guess themselves and not apply - so if you are worried you don't meet all the criteria, get in touch anyhow and let us do the worrying…
- 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)
- Professional competence and relevant experience in ITIL v3/v4 Incident Management
- 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
- Integrity and discretion
- Ability to work well under pressure
- Attention to detail and an organised approach to work
- Experience working in a highly regulated environment
- Financial Services experience, in particular Banking and or Wealth Management
- Experience working with a single, large outsourced service provider
- Experience of other ITSM disciplines including:
- Problem Management
- Event Management
- Experience working closely with IT Service Desk
- Experience managing both IT and business incidents
Company Information
Handelsbanken is a relationship bank with a decentralised way of working, a strong local presence thanks to a nationwide network of branches, and a long-term approach to customer relations. Each Handelsbanken branch operates as a local business enabling it to make decisions at a local level and provide a bespoke service. The focus is always on the need of the individual customer and not on the sale of specific products.
We are embarking on an exciting Business Transformation journey. This transformation will significantly enhance our technology system systems, processes and services, bringing evolution to our ways of working. Join us in this transformative journey, where your dedication, adaptability and commitment will play a crucial role in shaping the future of banking for our valued customers].
The Bank is deeply committed to embedding good equality and diversity practice into all of our activities. This is so that we are an inclusive, welcoming and inspiring place to work that encourages everyone to apply, regardless of socio-economic background, age, disability, pregnancy and/or parental status, race (including colour, nationality, and ethnic or national origin), veteran status, marital and civil partnership status, religion or belief, sex, gender reassignment or sexual orientation.
At Handelsbanken, we deeply value our unique culture and values including trust in and respect for each individual. We take pride in nurturing a work environment where people flourish, and where they are empowered to take decisions in their areas of expertise. We take a long term perspective in everything we do and want each employee who joins us to build a long terms successful career with the Bank.
What is in it for you?
- We have a wide range of learning and development available, empowering and enabling our colleagues to take ownership of their own development.
- Competitive Salary and an extensive range of benefits is provided, including private medical insurance, income protection and life assurance
- A market-leading pension contribution of 15% paid by the bank, which can be invested in a wide range of funds (including ESG and Shariah funds)
Application next steps
Your journey with us begins once you have submitted your application. One of our Handelsbanken recruiters will be reviewing your details and will later organise a phone conversation if you match the role requirements. If there is a mutual fit, we will extend an invitation for you to participate in an interview.
How can we support you to be your best self? Our Talent Acquisition team will be happy to provide support e.g. if you need additional time to prepare for an interview or you have any requirements for any part of the interview/hiring process – just let us know by email uk_talent@careers.handelsbanken.co.uk.
This advert will be live for a minimum of two weeks. However, please note that after the two weeks, the closing date could change at any time depending on the number of responses received.