Incident and Problem Manager

About the Role

Capital One is searching for an Incident and Problem Manager to join our UK Technology Operations Centre (TOC) team. The TOC is dedicated to the effective management, coordination, and communication of all major and critical incidents, as well as owning post-incident Root Cause Analysis.

This role is highly service-focused and requires close liaison with internal Technology teams, Business Partners, and real-time engagement with sourcing partners and suppliers to effectively manage major and critical Incidents and Problems impacting our business.

Initiatives such as Reliability Testing Game Days utilising Chaos experiments to maintain always-on Incident readiness across UK Tech in our operational and technical response will be a prominent feature of this role so relevant experience in these areas is preferable.

The successful candidate must have strong Incident Management experience, a Technology background and experience in utilising AI to remove TOIL and add value. Exceptional communication skills and the ability to display a flexible problem solving approach are essential.

The TOC is a 24*7*365 operation with online presence between 08:00-17:30 and on-call coverage providing out of hours support.

What you’ll do

• Lead Investigations: You will direct investigations into major and critical incidents by managing, coordinating, and appropriately challenging technical resources on a 24*7*365 basis.
• Drive Communications: Ensure that incident progress is continuously tracked via action plans and communicated effectively to the wider organisation.
• Coordinate Teams for Quick Resolution: Lead virtual and office-based support teams to ensure the restoration of normal service operations as rapidly as possible, keeping business disruption to a minimum.
• Rigorous Root Cause Analysis: Conduct investigations into root cause utilising 5 why’s methodology, while establishing actions to prevent recurrence and raise standards across Tech.
• Drive Incident Readiness: Greater service stability means fewer opportunities to prove tech resiliency and sharpen critical Incident behaviours. You’ll play a key role ensuring our people and Tech are always ready via Game Days in support of our Reliability Assurance agenda.
• Spearhead Process Improvement: Lead process and service improvement initiatives that align with your personal development objectives. This is your chance to embrace AI, as well as automate repetitive, manual incident and problem management tasks.
• Provide On-Call Support: You will perform on-call cover for Incident Management on rotation.

What we’re looking for

• An inquisitive and proactive mindset.
• Ability to communicate openly and effectively in both written and verbal form, with the confidence to meet effectively with external and internal Senior stakeholders.
• The ability to remain calm and focused in a pressured environment, carefully considering the needs of multiple stakeholders.

• An understanding of AWS Cloud technology principles. (Note: If you have advanced technical skills here, you will be highly empowered to drive automation!)

• Highly organised with an ability to remain focused and flexible when managing multiple initiatives
• Prior experience of using AI to drive process improvement initiatives that have added tangible value

Where and how you'll work

This is a permanent position and is based in our Nottingham Head Office.

We have a hybrid working model which gives you flexibility to work from our offices and from home.

We’re big on collaboration and connection, so you’ll be based in our office 3 days a week on Tuesdays, Wednesdays and Thursdays.

What’s in it for you

• Bring us all this - and you’ll be handsomely rewarded with a role contributing to the product roadmap for an organisation committed to transformation
• We’re continuing our journey into the public cloud and have problems of scale, security, availability and performance for you to help solve
• We offer high performers strong and diverse career progression, investing heavily in developing great people through our Capital One University training programmes (and appropriate external providers)
• Immediate access to our core benefits including pension scheme, bonus, generous holiday entitlement and private medical insurance – with flexible benefits available including season-ticket loans, cycle to work scheme and enhanced parental leave
• Open-plan workspaces and facilities designed to inspire and support you. In London, you can heighten your mood with a run on our rooftop running track or an espresso at the Workshop Coffee café

What you should know about how we recruit

We pride ourselves on hiring the best people, not the same people. Building diverse and inclusive teams is the right thing to do and the smart thing to do. We want to work with top talent: whoever you are, whatever you look like, wherever you come from. We know it’s about what you do, not just what you say. That’s why we make our recruitment process fair and accessible. And we offer benefits that attract people at all ages and stages.

We also partner with organisations including the Women in Finance and Race At Work Charters, Stonewall and upReach to find people from every walk of life and help them thrive with us. We have a whole host of internal networks and support groups you could be involved in, to name a few:

• REACH – Race Equality and Culture Heritage group focuses on representation, retention and engagement for associates from minority ethnic groups and allies
• OutFront – to provide LGBTQ+ support for all associates
• Mind Your Mind – signposting support and promoting positive mental wellbeing for all
• Women in Tech – promoting an inclusive environment in tech
• EmpowHER - network of female associates and allies focusing on developing future leaders, particularly for female talent in our industry

If you require a reasonable adjustment, please contact ukrecruitment@capitalone.com All information will be kept confidential and will only be used for the purpose of applying a reasonable adjustment.

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