IT Incident and Problem Manager

Job Description

We are now recruiting for an IT Incident and Problem Manager to lead dynamic teams and help deliver incident resolution. The successful candidate will be taking ownership of Major Incidents where appropriate and driving Problem Management to reduce business risk through repeat incidents. 

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.

What you'll do

• Ensure the appropriate levels of Major Incident management and production of reporting.
• Ensuring appropriate framework and processes are in place for collaborative Incident and Problem Management.
• Ensure root cause analysis and preventative activities are tracked and reported via Post Incident Reviews.
• Set up and lead internal Technology Service and Operational teams.
• Provide strategic decision making and suggestions for improvement at a senior level.
• Engage with internal and external stakeholders to proactively identify problems.
• Ensure problems are appropriately prioritised and progressed according with workarounds documented and communicated.
• Ensure outputs of Problem Management feed into other pipelines of work and processes, such as Change Management, strategic enterprise architecture reviews, supplier management, and project delivery.
• Manage IT change and governance along with peer Service Management team members.
• Deputising for the Head of Service and Infrastructure and covering some responsibilities for the Senior IT Services Manager and peer IT Service Managers where required.

What you'll have

• Able to challenge appropriately and present solutions to problems.
• Self-starting and able to work on own initiative.
• An analytical mind-set and technical ability.
• 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 managing small projects or of implementing Service Improvement initiatives.
• Some experience or a deep interest in current and new technologies, cloud hosting, and code development and delivery practices.
• ITIL Service Lifecycle Certification.
• Technical or related IT certification, e.g. Six Sigma.
• Experience with creating formal process and service reporting documentation.
• Finance industry experience desirable.

About us

AJ Bell is one of the fastest-growing investment platform businesses in the UK offering an award-winning range of solutions that caters for everyone, from professional financial advisers, to DIY investors with little to no experience. We have over 503,000 customers using our award-winning platform propositions to manage assets totalling more than £80.3 billion. Our customers trust us with their investments, and by continuously striving to make investing easier, we aim to help even more people take control of their financial futures.

Having listed on the Main Market of the London Stock Exchange in December 2018, AJ Bell is now a FTSE 250 company.

Headquartered in Manchester with offices in central London and Bristol, we now have over 1,400 employees and have been named one of the UK's 'Best 100 Companies to Work For’ for six consecutive years.

Our perks and benefits

• Competitive starting salary 
• Starting holiday entitlement of 27 days, increasing up to 31 days with length of service
• Holiday buy and sell scheme
• A choice of pension schemes with matched contributions up to 8%
• Discretionary bonus scheme
• Annual free share awards scheme
• Buy As You Earn (BAYE) Scheme
• Health Cash Plan – provided by Medicash
• Discounted private healthcare scheme and dental plan
• Free gym membership, with an on-site gym providing a wide range of free classes
• Employee Assistance Programme
• Bike loan scheme
• Sick pay+ pledge
• Enhanced maternity, paternity, and shared parental leave
• Discounted nursery fees at Kids Planet on Exchange Quay
• Loans for travel season tickets
• Death in service scheme
• Dedicated time for proof-of-concepts and assessing new tech
• Support to attend conferences, events, and meet-ups
• Paid time off for volunteer work
• Charitable giving opportunities through salary sacrifice
• Calendar of social events, including monthly payday drinks, annual Christmas party, summer party and much more
• Parking at Exchange Quay
• Personal development programmes built around you and your career goals, including access to personal skills workshops
• Ongoing technical training
• Professional qualification support
• Talent management programmes
• Peer recognition scheme, with rewards including restaurant and shopping vouchers or time off
• Monthly leadership breakfasts and lunches
• Casual dress code
• Access to a range of benefits from our sponsorship deals

Hybrid working

At AJ Bell, our people are the heart of our culture. We believe in building strong connections by working together. That's why we offer a hybrid working model, where you’ll spend a minimum of 50% of your working time per month in the office. For new team members, an initial period will be full-time in the office to help you immerse yourself in our business and build valuable relationships with your colleagues.

AJ Bell is committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and all employees are empowered to bring their whole self to work.

We do not discriminate on the basis of race, sex, gender identity, sexual orientation, age, pregnancy, religion, physical and mental disability, marital status and any other characteristics protected by the Equality Act 2010. All decisions to hire are based on qualifications, merit and business need.

If you like the sound of the above, or just want to know more about the company and the role, we'd love to speak to you.

Additional Information