Business Unit: Technology Operations & Cyber Security
Salary Range: £65,000 – 75,000 per annum DOE + red-hot benefits

Live to challenge the status quo. Live a life more Virgin.

Our Team
We’ve a new and exciting role within our IT Service Operations function and are looking for an experienced Senior Major Incident Manager who will report directly to the Senior Manager of Service Incident Management.

You’ll be responsible for managing the team that support critical service restoration via the operational Major Incident Management process and utilisation of Problem Management skills and techniques to prevent re-occurrences.

Leading major service incidents to successful full service recovery, you’ll record and monitor the progress towards a resolution for all incidents and potential subsequent problems and work towards continual service improvement through trend analysis and active engagement with technical resolver teams.

What you’ll be doing

• Actively lead a team of MIMs to ensure management of major service Incidents to ensure effective and timely service restoration through the Incident Management process, working with technical resolver teams and Service Managers to agree the appropriate actions to protect and restore service.
• Integrate Incident Management with other functions within TOCS, ensuring that resolver teams understand the Incident Management process and their role and responsibilities within that.
• Work collaboratively with other IT colleagues constantly looking at improving our Technology processes in order for us to perform more efficiently. 
• Provide timely updates to IT and business stakeholders on incident status, service impact and actions/timelines to restore service through the appropriate communication channels
• Undertake third party engagement via relevant Incident Management processes and Service Reviews.
• Identify emerging industry and technology trends, continuous improvement, training needs and areas of risk.
• Support/ bring to life the Bank’s brand and supporting principles through the demonstration of the service behaviours.
• Lead your people including coaching and mentoring to get the best out of your team.

 
We need you to have

• Extensive Major Incident Management experience.
• Proven leadership and development skills and experience.
• An understanding of key technologies and applications that underpin the Bank defined Critical End2End processes including but not limited to CHAPS & SWIFT Payments, AML/Fraud, Digital Banking, Credit Card Operations, Counter Services.
• Ability to cope with multiple priorities in a rapidly changing and dynamic environment.
• Ability to identify and escalate service issues within and out of hours.
• Strong communication skills.

Red Hot Rewards

• Generous holidays - 38.5 days annual leave (including bank holidays and prorated if part-time)​ plus the option to buy more.
• Up to five extra paid well-being days per year​. 
• 20 weeks paid, gender-neutral family leave (52 weeks in total) for expectant parents and those looking to adopt. 
• Market-leading pension.
• Free private medical cover, income protection and life assurance.
• Flexible benefits include Cycle to Work, wellness and health assessments, and critical illness. 

And there's no waiting around, you'll enjoy these benefits from day one.

Feeling insatiably curious about this role? If we’re lucky to receive a lot of interest, we may close the advert early and would hate you to miss out.

We're all about helping you Live a Life More Virgin, so happy to talk flexible working with you.

Say hello to Virgin Money
We’re making great strides towards achieving our ambition of becoming the UK’s best digital bank.  As a full-service digital bank with a heritage stretching back over 180 years, we’re a workforce to be reckoned with, and we're putting the full power of our experience behind disruptive ideas that reinvent the role a bank plays in people's lives. We're customer-obsessed and work tirelessly to deliver on our purpose, ‘Making You Happier About Money.’ This means we're able to do banking differently, and by innovating and working together we can make a real difference by creating memorable moments and red-hot experiences for our millions of customers. Join us and Live a Life More Virgin that empowers you with choice and flexibility in how you work. 

Be yourself at Virgin Money
Our purpose is to make people happier about money, this means seeing and feeling the world as our customers do by creating a workforce that reflects the rich diversity of our customers and communities.  We’re committed to creating an inclusive culture where colleagues feel safe and inspired to contribute, speak up and be heard.  

As a Disability Confident Leader, we're committed to removing any obstacles to inclusion.  If you need any reasonable adjustments or support making your application, contact our Talent Acquisition team careers@virginmoney.com

It’s important to note that there may be occasions where it’s not possible to interview all candidates declaring a disability who meet the essential criteria for the job. In certain recruitment situations such as receiving a high-volume of applications, we may need to limit the overall numbers of interviews offered to both disabled and non-disabled applicants. 

Now the legal bit
Living A Life More Virgin allows our colleagues to be based anywhere in the UK (if the role allows it), but we'll need you to confirm you have the right to work in the UK.

If you're successful in securing a role with us, there are some checks you need to complete before starting. These include credit and criminal record checks and three years' worth of satisfactory references. If the role is part of the Senior Manager Regime and Certification Regime, it requires enhanced pre-employment checks – we'll ask for six years of regulatory references, and once in the role, you'll be subject to periodic employment checks.