Incident and Problem Analyst

Curve Group Holdings Ltd
10 Apr 2019
04 May 2019
Contract Type
Full Time
Incident and Problem Analyst - Chief Information Office – Peterborough

More about us

Aldermore is a fast growing and successful challenger bank supporting the UK’s SME entrepreneurs. To support our ambitious growth plans, a substantial investment is being made in the IT Service Delivery function. Our IT teams work across the business and with our external partners to build, manage and support a secure and reliable IT service to meet these exciting plans. As part of this investment, we are adopting a Service Integration and Management (“SIAM”) approach to managing both business and information technology services. The intention is to seamlessly integrate services to provide a single business-facing IT organisation that meets business requirements. This is a move away from managing technologies and infrastructure, to one of managing suppliers and services. By making this change the organisation will become more agile and flexible, able to scale services up and down as required to support business growth and expansion.

We are looking for talented and experienced individuals who want to join challenging yet rewarding environment. The organisation is big enough to provide career development opportunities, yet small and dynamic enough for everyone to make a difference, develop their skills and make a unique contribution to our future success

The Role

The Incident and Problem Analyst is a key support role within the Service Management team to manage, monitor and delivery the day to day operational IT Services provided to Aldermore’s business areas. The role will require the co-ordination of all incidents and problems working closely with 3rd party suppliers, partners and internal IT teams. Ensuring the performance of all services, including the management of incidents and problems, to resolution, managing the service improvements and producing the reporting requirements.

You will be responsible for;

* Assisting to manage major incidents according to the defined procedures, including management of bridge calls between multiple external and internal technical partners

* Providing an out of hours on call support, as part of a team rota structure, to enable appropriate communications mechanism to impacted business lines and CIO leadership team

* Producing service reports for the incident and problem process

* Identifying and escalating IT security concerns to ensure they are mitigated by suppliers or addressed by our internal security team

* Performing analysis and trending of incidents, raising and managing problem tickets as required.

The Person

If you have a wealth of experience in incident and problem management, able to establish strong working relationships, communicate at all levels, and have a strong work ethic then this is the role for you. A Financial Services background is essential as is an ITIL Foundation certificate. This role will provide you with an exciting opportunity to be a part of our growing IT hub.

The Rewards

As you would expect, this opportunity offers a competitive basic salary and reward package, and you’ll also benefit from our commitment to investing in your professional development.

Agencies Paragraph

We do not accept speculative agency CVs. Any CV received by Aldermore will be treated as a gift and not eligible for an agency fee. PSL agencies should only send CVs if authorised to do so by HR.

Where a DBS check or CIFAS check is identified as necessary, all application forms, job adverts and recruitment briefs will contain a statement that an application for a DBS certificate or a CIFAS check will be submitted in the event of the individual being offered the position.

Aldermore is an equal opportunities employer

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