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Incident & Problem Manager

AJ Bell Holdings Ltd
Closing date
6 May 2021

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Technology & New Media
Contract Type
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Job Details

We are currently hiring for a brand new position within the organisation; a hands-on IT Incident & Problem Manager.

Reporting into the Head of IT Service & Infrastructure, the successful candidate will lead dynamic teams to help deliver incident resolution versus KPI's, taking ownership of major incidents where appropriate, and driving problem management to reduce business risk through repeat incidents.

This role involves taking the primary role in delivering an incident reduction plan that looks at all aspects of what can cause Major Incidents from technology to process to behaviours and defines tactics and strategies to address these.

AJ Bell is a fast-moving company and the Technology Services department is delivering a varied and rapid programme of change. This will be a hands-on role and will require someone with technical ability as well as proven expertise in problem management process and techniques. There is potential scope for this role to include limited line management duties in line with the responsibilities below.

What does the job involve?
  • An ability to grasp a broad range of technology to be able to speak to technical personnel about the details of technical problems and incidents
  • Problem Solving ability, getting hands on to drive for the root cause of IT incidents
  • Line Management responsibility for a team of Application Support specialists
  • Ensure the appropriate levels of Major Incident management and production of reporting in line with agreed business and product team expectations
  • Ensuring an appropriate framework and processes are in place for collaborative Incident and Problem Management across the Technology Services department
  • Set up and lead internal Technology service and operational teams along with service suppliers collaboratively to ensure appropriate resolution of ongoing and high priority Problems
  • Provide strategic decisions making and suggestions for improvement at a senior level
  • Engage with internal and external stakeholders (incl. but not limited to Service Managers) to proactively identify Problems in order to then progress as appropriate
  • Ensure Problems are appropriately prioritised and progressed according, with workarounds documented and communicated
  • Engage with, offer advice, and support other initiatives and projects that are led by Technology Services teams to ensure service transition activities are in place
  • Defining and delivering communication plans that provide proactive, timely and business relevant reporting and comms around Major Incident and Problem Management to other managers through to exec level where required

Essential skills and experience:
  • Technical capability. It is expected that the successful candidate will have some experience with using, or a deep interest in current and new technologies, cloud hosting, and code development and delivery practices
  • Candidates should have a proven background in a technical hands on capacity in addition to other experience. You should be able to demonstrate technical experience of either Development, Infrastructure, Architecture or Solution Design
  • Evidence of strong internal and external stakeholder relationships at all levels
  • Experienced at managing Major Incidents and Problems at senior levels
  • Experience of acting within mature ITIL processes. A proven ability to implement and/or improve existing processes
  • Evidence of commercial ability in negotiation and partnership with suppliers
  • Evidence of managing small projects or of implementing Service Improvement initiatives

Desirable skills and experience
  • ITIL Service Lifecycle Certification
  • Technical IT Certification
  • Line management experience
  • Experience of project management or suitable qualification
  • Experience with creating formal process and service reporting documentation
  • Finance industry experience

The right candidate will be:
  • Credible and professional
  • Have excellent verbal and written communication skills
  • Able to challenge appropriately and present solutions to problems
  • Self-starting and able to work on own initiative
  • A high attention to detail
  • A great team worker
  • Ambitious and driven to exceed expectations
  • An analytical mind-set and technical ability
About AJ Bell:
AJ Bell is one of the largest providers of online investment platforms and stockbroker services in the UK, with assets under administration exceeding £62.5 billion and more than 312,300 clients. Our award winning products include Self-Invested Personal Pensions (SIPP), ISAs and Dealing Accounts.
Job DescriptionAdditional Information
In return you can expect:
  • 26 days holiday increasing to 30 days with length of service, plus bank holidays
  • Discretionary annual bonus
  • Contributory pension scheme
  • Holiday buy/sell scheme
  • Season ticket loan
  • Free social events including monthly pay-day Friday drinks
  • Free gym and classes
  • Volunteering days
  • + much, much more!

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