Incident & Problem Coordinator

Job description
About Allica bank

Allica is the UK’s fastest growing company - and the fastest-growing financial technology (fintech) firm ever. Our purpose is to help established SMEs, one of the last major underserved opportunities in fintech. Established SMEs are the backbone of local communities - representing over a third of our economy - yet have been largely neglected both by traditional high street banks and modern fintech providers

Department Description

At Allica, we’re building an industry-leading digital business bank. Our technology team sits at the very heart of the organization. We handle everything from new product development and innovation to the management of all the tools and systems the business uses to function efficiently and effectively.

In all we do, we are committed to championing a culture built on Allica’s values of collaboration, integrity and being straightforward.

Role Description

We are looking for a personable and enthusiastic individual to join the Incident Management Team as an Incident & Problem Coordinator. Working alongside another Incident & Problem Coordinator, this individual will assist in handling company-wide incidents within our banking operations. Responsible for following an end-to-end incident & problem management process, which includes coordinating incident technical bridges, communicating with key stakeholders throughout the lifecycle of the incident, and ensuring thorough root cause analyses and prevention of recurrence are conducted during post-incident review.

Principal Accountabilities

Working very closely with the different functions in the company, including the Service Desk, Customer Technical Support, Technology, & Squads to provide:
• Coordination of technical bridges for incidents impacting the organization, creating and monitoring incident communication channels to ensure timely progression is being made.
• Supporting DevOps to ensure all relevant information is available for triage activities, engaging the right support teams when the issue cannot be immediately resolved.
• Consistent communication with key stakeholders during and after an incident, updating respective communication channels throughout.
• Updating Status Pages and Confluence documentation to reflect any outstanding incidents with the relevant details.
• Ensure timely logging, tracking and resolution of incident & problem records, including root cause analysis and resolution, by conducting and leading post-incident reviews and working with teams.
• Ensure KPIs and Metrics for Incident & Problem management are maintained for incidents that the Incident & Problem Coordinator is accountable for.
• Ensure reliability and performance by continuously tracking release impacts.
• Working with incident response tools to automate the incident response process, including XMatters and JIRA.
• Maintaining Risk Management software (RiskSmart) with any incidents that meet thresholds.
• Tracking actions assigned as part of post-incident review to ensure action owners are updating and completing these in a timely manner.
• Assisting with the creation and maintenance of reporting from the Incident Management space.

Personal Attributes & Experience
• You should have the unrestricted right to work in the UK. Unfortunately, we are unable to provide sponsorship.
• Strong communication skills and enjoys a creative approach to problem-solving.
• Take ownership of all individual & assigned tasks prioritising those more crucial.
• The computing world evolves very quickly so it is important that candidates are curious about new technologies.
• Prior 1st line IT support experience preferred, but not essential.
• Prior experience working in a financial institution preferred.

Don’t tick every box?

Don’t worry if you don’t have all the skills or requirements listed on the job description. If you think you’ll be a good fit, we’d still love to hear from you!

Flexible working

We know the ‘9-to-5’ isn’t right for everyone. That’s why Allica Bank is fully committed to flexible and hybrid working. Please let us know what is best for you and, if we can, we will do our best to accommodate.

Diversity

We’re a diverse bunch here at Allica, with all kinds of experiences, backgrounds and lifestyles. Our openness and differences make us stronger, and we want everybody to feel comfortable bringing as much of themselves to work with them as they like.

Additional Information

Working at Allica Bank

At Allica Bank we want to ensure our employees have the right tools and environment in which to succeed in their role and in support of our customers.

Our employees are at the heart of everything we do, so our benefits are designed with you in mind:
• Full onboarding support and continued development opportunities
• Options for flexible working
• Regular social activities
• 25 days holiday – with the option to Buy/Sell
• Pension contributions
• Discretionary bonus scheme
• Private health cover (with the option to add family members)
• Life assurance
• Income Protection
• Family friendly policies including enhanced Maternity & Paternity leave
• Season ticket loans

United Kingdom
England
Milton Keynes Show on map Get directions