Incident and Problem Manager

VELOCITY MOBILE LTD.; Nottingham; Hybride; GBP 65 000 - 90 000; Plein temps

Avantages offerts par ce poste

Pension scheme

Bonus

Generous holiday entitlement

Private medical insurance

Cycle to work scheme

Résumé du poste

Capital One is seeking an Incident and Problem Manager for the UK Technology Operations Centre in Nottingham. The role focuses on managing major incidents, coordinating 24/7 resources, and driving post-incident root cause analysis.

You will lead cross-functional teams, improve processes, and explore AI-enabled automation to reduce toil while maintaining service continuity. The position features a hybrid work model with in-office presence at our Nottingham Head Office three days a week, and

Qualifications

• Strong Incident Management experience across major incidents and problem management.
• Excellent written and verbal communication with senior stakeholders.
• Ability to lead cross-functional teams and coordinate rapid resolutions.
• Experience with AI-driven process improvements and automation is desirable.
• Calm under pressure with a structured problem-solving approach.

Responsabilités

• Direct investigations into major incidents and coordinate technical resources 24/7/365.
• Ensure incident progress tracking and effective communication to the organisation.
• Lead virtual and office-based teams to restore services quickly with minimal disruption.
• Conduct root cause analysis using methodologies like 5 whys and implement preventive actions.
• Drive readiness activities and game days to improve reliability and reduce toil.
• Identify and implement process improvements including automation and AI opportunities.
• Provide on-call coverage for Incident Management on a rotating basis.

Connaissances

Incident management

Communication

Problem management

On-call support

Leadership

Outils

AWS Cloud

Description du poste

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.,

• Lead Investigations: You will direct investigations into major and critical incidents by managing, coordinating, and appropriately challenging technical resources on a 247365 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., 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
  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., 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
  At Capital One, we're building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.

Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.

• Full Time
• Technology, 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.