IT Incident Manager

Excited to grow your career? Our purpose is to make it easy for people to save and invest for a better future. We are looking for great people to join us, so please come and invest in YOUR future at HL. We know that sometimes people can be put off applying for a job if they don't tick every box. If you're excited about working for us and have most of the skills or experience we're looking for, please go ahead and apply. We'd love to hear from you! About the role We are looking for an IT Incident Manager, to be responsible for the full lifecycle of all IT incidents including the management of all major issues, post incident reviews & Root Cause Analysis (RCA). You will ensure effective resolution of incidents in line with business priorities and ensure appropriate measures are put in place to prevent re-occurrence. This role will enable other HL functions such as Operational Resilience, Business Continuity and Risk to fulfill regulatory requirements. What you'll be doing Responsible for the IT incident management framework. Support the continuous improvement of the Service Assurance team and the Incident Management Policy and Processes. Be the primary point of contact where updates or guidance in relation to IT incidents is required. Responsible for the management of all IT Major Incidents; including Major Incident Meetings (MIM), Post Incident Reviews (PIR), and tracking the completion of actions agreed following root cause analysis (RCA). Accountable for escalating any issues that are causing significant service impact to the Crisis Management Team. Produce Daily, Weekly and Monthly reporting on Major Incidents, Escalations and MIR action progress for Senior Business Leaders. Develop a clear understanding of business areas and how IT services support them. Develop and refine how IT incidents are prioritised based on the impact of incidents on these business services. Establish, maintain and maximise working relationships with key stakeholders across HL, and work collaboratively with these parties during major incidents. Line manager responsibilities for Incident Analysts About you ITIL qualification essential. Demonstrable, strong working knowledge of ITIL Service Management framework. Extensive experience managing an Incident/Problem Management team. Excellent interpersonal skills, able to act as a single point of contact for senior business stakeholders in relation to Major Incidents and Escalations. Ability to remain calm under pressure. Experience of management and maintenance of relationships with suppliers of planned and operational services. Experience on Financial Services sector or any other highly regulated environment is desirable An incident / problem qualification is desirable. Interview process This will be a two-stage interview process, including a competency and behavioural based interview and assessment task. Working Schedule We are based in Bristol, BS1 5HL. This role is permanent, full time, 37.5 hours per week, Monday to Friday. We have returned to the office, however for this role we offer a flexible working pattern to enable you the option of working from home, and coming into the office occasionally. Why us? Here at HL, we're the UK's number 1 investment platform for private investors, based in Bristol. For more than 40 years we've helped investors save time, tax and money on their investments. To achieve our mission, we believe we have a workplace like no other, with constant learning, dynamic teams, and a great ethos. We're steered by core values that promote service, quality, innovation, and opportunity in everything we do. What's on offer? Discretionary annual bonus* and annual pay review 25 days* holiday plus bank holidays and 1-day additional Christmas closure Option to purchase an additional 5 days holiday** Flexible working options available, including hybrid working Enhanced parental leave Pension scheme up to 11% employer contribution Sharesave scheme - have a real stake in HL's future Income Protection and Life insurance (4 x salary core level of cover) Private medical insurance* Health care cash plans - including optical, dental, and outpatient care Help@hand - confidential support including mental health counselling and remote GP Wellhub - unlimited access to fitness providers and wellness coach sessions Variety of travel to work schemes with bike storage and shower facilities Inhouse barista and deli serving subsidised coffee and sandwiches Two paid volunteering days per year *dependant on role level ** only available to select during our annual benefits window, in November each year Hargreaves Lansdown is an inclusive employer that values diversity in its workforce. We encourage applications from all individuals without regard to race, religion, gender, sexual orientation, national origin, disability or age. This role may also be available on a flexible working or part time basis - please ask the Recruitment & Onboarding team for more information. Please note, we are unable to provide employment sponsorship to candidates. TPBN1_UKTJ