Incident Manager - NatWest Boxed

Join us as an Incident Manager - NatWest Boxed

• We’ll look to you to lead the Incident Management team ensuring timely resolution of incidents and ensuring timely and effective communication of status to clients and stakeholders
• You’ll be working collaboratively with business and wider Technology teams to provide first class support during and after incidents
• Join a supportive and cooperative environment, where we take a real interest in your professional development

What you'll do

In this role, you’ll lead, design and deliver solutions for Incident Management across NatWest Boxed. Maintaining a focus on our customers and reducing any impacts on them, you’ll make sure that clear, robust plans are in place for the communication of incidents. Throughout your work, you’ll be making sure that regulatory and reputational risks are always considered.

Additionally, you’ll:

• Communicate effectively with stakeholders at all levels including senior executives and clients, regulators, third party vendors and payments schemes providing regular updates on the status of incidents
• Build relationships with engineering teams to ensure your team is providing the support required.
• Manage Post Incident Review process to assist in the timely identification of root causes of incidents and implementation of solutions to prevent recurrence, ensuring continuous improvement.
• Handle high-pressure, time-critical situations in a calm and measured way, thinking critically to assess impact and communicate status to various stakeholders

The skills you'll need

We’re looking for someone with experience handling all types of incidents, including major incidents, and be able to define, implement, and continuously improve the processes. This role requires to be part of a shared 24/7 on-call rota. You’ll also need the ability to proactively build and maintain stakeholder relationships across the business and positively influence at all levels, challenging assumptions and demonstrating the bigger picture.

Additionally, you’ll need:

• Proven experience in a similar role within a technology organisation
• Excellent communication and stakeholder management skills and experience dealing with clients, regulators, third-party vendors, and payment schemes
• Strong analytical and problem-solving skills and ability to handle high-pressure situations and make critical decisions
• To be a strong servant leader that seeks to get the best out of the people in their team
• Knowledge of technology monitoring and observability tooling, automating tasks to improve performance and experience working in a regulated environment would be highly beneficial