Current vacancies

Incident, Problem and Change Manager

Purpose of the role

The Incident, Problem and Change Manager collaborates with teams across the IFGL Technology landscape to coordinate and drive the proper handling of incidents, problem and change records through their respective process lifecycles by:

• Providing advice and guidance to stakeholders and users of the processes to ensure that quality across our ITIL disciplines is maintained and upheld
• Ensuring that incidents are resolved in as an expedient method as possible
• Ensuring that problem records mitigate causal factors within agreed timescales;
• Collaborating with our engineering and infrastructure colleagues to identify management and administrative tasks that are appropriate to handle within the team
• Making sure that change records are reviewed and approved in accordance with their risk profile;
• Handling escalations into our internal and external service providers.

The role pins together the “holy trinity” of ITIL Service Operations: making sure we fix services when they fail (incident and major incident management); making sure when we change our technology it’s performed safely (change management) and when issues do occur we have properly investigated and prevented a recurrence (problem management).

Reducing impact to Technology services when incidents occur

• Work with the Incident, Problem and Change Analyst, technical teams across IFGL Technology, colleagues within IFGL brands and cross-functional areas, vendors and partners providing technology, to manage the lifecycle of incidents through to resolution within timescales appropriate to their impact and risk in line with our Incident Management processes.
• Communicate with colleagues, internal and supplier leadership teams consuming impacted services using approved channels to notify of outages, provide status updates and manage expectations of resolution timescales and activities.
• Escalating to the appropriate contacts in the event that responses from technical stakeholders risk breaching, or have breached response and/or resolution targets or service levels.

Ensuring that change is implemented safely through the Change Management process.

• Work with the Incident, Problem and Change Analyst, technical teams across IFGL Technology, colleagues within IFGL brands and cross-functional areas, vendors and partners providing technology, to coordinate and manage the lifecycle of change requests.
• Work with change requestors to provide guidance and quality assess change records raised to ensure that they comply with governance and adequately mitigate risk inherent with performing operational changes to production systems.
• Provide approval for changes through use of the approved toolset, via chairing of the Change Advisory Board and Emergency Change Advisory Board.

Striving for excellence across our Service Management landscape.

Work with the Service Excellence Manager and Incident, Problem and Change Analyst to

• support Post Incident Reviews as appropriate, following a Major Incident or by exception when requested from Technology Leadership team or above.
• drive forward investigations and determine the causal factors of major incidents and failed changes with the technical stakeholders and service providers.
• Identify “near misses” and work to prevent recurrences.

• Work with stakeholders to determine prioritisation and manage the implementation of action plans to drive out the risk of recurrence of incidents and failed changes from across our Technology landscape.
• Work with stakeholders to update knowledge articles and documentation as required.
• Provide updates as to progress and status to stakeholders as appropriate.

Reporting

Work with the Reporting Analyst to provide the requisite data and context, ensuring that an accurate view of position, performance and volumes are provided

Cross-Functional Collaboration

Work in a manner that is supportive of, taking steer from, complying with and providing input to the appropriate processes and policies:

• Incident Management
• Problem Management
• Change Management
• Service Level Management
• HR
• Risk Management
• IT Security
• Data Protection and Records Management
• Financial Crime and Anti-Money Laundering
• Conduct and Compliance
• Legal

• Act as on-call Duty Manager, managing incidents out-of-hours and providing a coordination point for changes being deployed, as part of a wider team on a rota basis.
• Provide holiday cover and backfill for the Service Excellence Manager

Situational Awareness

Obtain and maintain a working, high-level knowledge of:

• Work with those creating reports to analyse the requisite data and context, identifying impact, trends and themes.
• Which technology services are used to provide that - both directly supporting the customer-consumed services and those used by the brands and cross-functional teams to manage those activities;
• Which technology solutions are used to underpin those - and how they interconnect; and
• Which suppliers, partners and internal teams provide those technology solutions.
• Keep up-to-date with industry trends surrounding direction-of-travel, incidents and security issues affecting technologies and vendors used.

Culture

• Demonstrate an ability to work collaboratively and constructively across multiple teams of differing technical aptitude and geographies.
• Demonstrate personal accountability and ownership of own workload and development.
• Demonstrate an understanding of the company’s core values and how to effectively implement them.

Functional or Technical Knowledge and Skills Required

• Knowledge of ITIL Service Operations best practices and processes.
• ITIL Foundation certificate extremely desirable but not mandatory, depending on experience.
• Previous experience using ITSM toolsets such as ServiceNow, BMC Remedy beneficial. Office 365 Collaboration tooling experience essential.
• Experience working in an incident, problem and change management capacity previously - preferably within a Financial Services setting.
• Proven, disciplined and consistent analytic approach and mindset.
• The ability to work with stakeholders at multiple levels of seniority, across multiple different suppliers and geographies.
• Experience working with outsourced technical landscapes desirable.

Personal Capabilities Required, e.g. skills, attitude, strengths

• A Pro-active individual, self-motivated, and able to use own initiative
• Excellent spoken and written communication skills, with the ability to express technical concepts in Business English to non-technical audiences.
• Previous line management experience would be beneficial – however not mandatory; coaching will be provided in all cases for the right applicant where needed.
• The ability to work under pressure and maintaining focus and accuracy is a necessity for this role.
• The successful applicant will be people focussed with strong empathy skills and EQ - the ability to advocate for non-technical populations to technical service providers is a must-have for this role.

People, Budget and Project Scope

Works in tandem with:

• Service Desk lead and analysts
• Service Excellence Manager
• Incident, Problem and Change manager
• Internal technical capabilities, engineers and leads
• Internal business incident, continuity and disaster recovery stakeholders
• Technical Vendor contacts
• Brand and Cross-Functional team stakeholders
• Service Reporting Analyst

• Reports to the Head of IT Service
• Has direct line management responsibilities over Incident, Problem and Change Analyst.

If you or you know someone who is interested in applying for this position, please forward a current CV with a covering letter to careers@ifg-ltd.com. 

We encourage and welcome applications from people with diverse backgrounds because we embrace diversity and inclusivity within our business.