Incident/Problem Manager

Incident/Problem Manager

Whitehall Resources are currently looking for an Incident/Problem Manager.

This role will be Inside of IR35, so you will be required to use an FCSA Accredited Umbrella Company.

Key Requirements:

– The IT environment is extremely complex comprising a wide variety of platforms & environments in a 24x7x365 model and incidents must be either fixed or circumvented within agreed service levels, failure to recover the services in line with agreements can severely impact the group’s profitability & reputation.
– Very high level and diversity of support is required at all times, and often requires fast & accurate assessment of problems where decisions need to be taken regarding management escalation.
– Effective written and verbal communication at all levels within CTO and business partners and may include written reports used by external regulatory bodies.
– The role holder will ensure the fair treatment (service excellence) of our customers is at the heart of everything we do, both personally and as an organisation.
– The role holder will also continually reassess the operational risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal & regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology.
– This will be achieved by ensuring all actions take account of the likelihood of operational risk occurring.
– Also by addressing any areas of concern in conjunction with entity management and/or appropriate department.
– Maintain internal control standards, including implementation of internal and external audit points together with any issues raised by external auditors.
– The role holder will also adhere to and be able to demonstrate adherence to internal controls.
– This will be achieved by adherence to all relevant procedures, keeping appropriate records and, where appropriate, by the timely implementation of internal and external audit points, including issues raised by external auditors.
– The role holder will implement the group compliance policy by containing compliance risk in liaison with Global Head of Compliance, Global Compliance Officer, Area Compliance Officer, or Local Compliance Officer.
– The term ‘compliance’ embraces all relevant financial services laws, rules and codes with which the business has to comply.
– This will be achieved by adhering to all relevant processes/procedures and by liaising with the compliance department about new business initiatives at the earliest opportunity.
– Also and when applicable, by ensuring adequate resources are in place and training provided, fostering a compliance culture and optimising relations with regulators.

Key Responsibilities:

– Triage / Prioritise incidents.
– Facilitate Service Recovery.
– Facilitate Business Engagement.
– Communicate recovery progress to senior management.
– Issue Major Incident Notification (MINs).
– Contribute to Incident / Major Incident Reviews.
– Execute the Incident Management Practice.
– Participate in the Management Escalation Call (MEC) process.

All of our opportunities require that applicants are eligible to work in the specified country/location, unless otherwise stated in the job description.

Whitehall Resources are an equal opportunities employer who value a diverse and inclusive working environment. All qualified applicants will receive consideration for employment without regard to race, religion, gender identity or expression, sexual orientation, national origin, pregnancy, disability, age, veteran status, or other characteristics.