Senior Business Incident and Remediation Manager

Recruiter
Atos
Location
New Durham, UK
Salary
Competitive
Posted
13 Jun 2019
Closes
20 Jun 2019
Ref
1154177559
Contract Type
Permanent
Hours
Full Time
Senior Business Incident and Remediation ManagerLocation: Durham, Blackpool, Preston or GlasgowAtos SE (Societas Europaea) is a leader in digital services with pro forma annual revenue of circa € 12 billion and circa 120,000 employees in 73 countries. Serving a global client base, the Group provides Consulting & Systems Integration services, Managed Services & BPO, Cloud operations, Big Data & Cyber-security solutions, as well as transactional services through Worldline, the European leader in the payments and transactional services industry. With its deep technology expertise and industry knowledge, the Group works with clients across different business sectors: Defense, Financial Services, Health, Manufacturing, Media, Utilities, Public sector, Retail, Telecommunications, and Transportation.Atos is focused on business technology that powers progress and helps organizations to create their firm of the future. The Group is the Worldwide Information Technology Partner for the Olympic & Paralympic Games and is listed on the Euronext Paris market. Atos operates under the brands Atos, Atos Consulting, Atos Worldgrid, Bull, Canopy, Unify and Worldline.The opportunityThis role is part of the COO Office in the NS&I account which works collaboratively with operational, project and support teams across the business to drive a continuous improvement ethos and directly influence the customer experience. We are looking for a manager to lead the Business Incident Management team in the effective delivery of incident management, resolution and remediation. Working closely with IT and Operational stakeholders you will directly manage major incidents impacting the NS&I account and design new processes and standards to help reduce the impact of incidents on the business to enhance customer and client satisfaction.Your day-to-day responsibilities include:You will lead the Business Incident Management team on a day to day basis.You will manage Incident scenarios and support senior stakeholders to understand and support resolution.You will be the primary incident lead of all major incidents and crisis level events. You will lead the business' root cause analysis and problem management framework for the NS&I account.You will define the remediation response following the identification of a flaw in customer handling practices, new and existing. You will develop increasingly effective methods of communication of new and ongoing incidents to all stakeholders. You will develop a close working relationship with the IT and Change Management teams at a senior level to provide effective Business support in incident resolution. You will design and maintain an account level service and scenario mapping solution to provide risk mitigation around key areas of IT and Process control weakness. You will support Operational Managers and subject matter experts to resolve issues quickly by providing potential solutions. You will provide first line assurance oversight of the account level business continuity planning and work with the risk directorate to improve existing business impact assessment. You will ensure Audit readiness in advance of formal assurance activity. You will present closure reports for incident which bring together the root cause of incidents and enable lessons learned to be fed back into the IT and Operational teams. Signs of successTo be successful in this role, you'll need a rich combination of experience, demonstrable skills and personal attributes. This is a full-time role and based in one of our customer service centres in Glasgow, Durham, Preston or Blackpool. Travel to other sites will be necessary. Working remotely from home is also possible.BPSS Security Clearance will also be required to undertake this role.See below to find out if you're the person we're looking for. Skills we can't do without:Previous history of leading incident management and/or customer remediation activities.Working in the Financial Services industrySuperb communication skills and evidence of dealing with senior stakeholdersFocused work approachGood interpersonal skills High attention to detailUsed to working in a team environment supporting colleagues and working to tight timeliness and quality targets.Experience in a customer centric environment Good time management, organisation, prioritisation skillsWorking knowledge of Microsoft tools- Excel- Word -OutlookSkills we'd like:Technical background with an understanding of application management and network configuration.Understanding of Financial Services Regulatory environment. More reasons to join usIn addition to joining a global leader in digital transformation, you can also expect a fantastic range of benefits. These include: a rewarding salary, 25 days' annual leave, private medical insurance, an attractive stakeholder pension scheme plus many more. We also operate a flexible benefits scheme, allowing you to purchase discounted products and services.What's more, we really value your progress and it's a top priority to engage, inspire and develop you to help you maximise your potential. In fact, we have comprehensive training and development programmes in place demonstrating our commitment to developing your career.Your Application
If you wish to apply for this position, please click below to complete our online application form and attach your CV in either Word, rtf or text format.
Atos does not discriminate on the basis of race, religion, colour, sex, age, disability or sexual orientation. All recruitment decisions are based solely on qualifications, skills, knowledge and experience and relevant business requirements.
We are committed to making reasonable adjustments to the applications process for people with disabilities.

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