Incident Manager - Engine by Starling

Starling; Greater London; Hybrid; GBP 40,000 - 60,000; Full time

Benefits offered by this job

33 days holiday

Life insurance at 4× salary

Private medical insurance with VitalityHealth

Annual leave increases with length of service

Salary sacrifice pension scheme

Generous family-friendly policies

Job summary

A financial technology firm in Greater London seeks a Client Success Team member to coordinate Incident Management. The role involves reviewing incidents, monitoring adherence to frameworks, and developing reporting processes. Candidates should have a strong understanding of risk management and an analytical mindset. This full-time position promotes a hybrid work model, emphasizing proactive engagement and continuous improvement in client service outcomes.

Qualifications

• Experience in risk management, preferably within financial services.
• Knowledge of global regulatory frameworks like PSD2 is advantageous.
• Demonstrated ability to build strong stakeholder relationships.

Responsibilities

• Coordinate Incident Management for Gold and Silver Teams.
• Monitor adherence to the Incident Management Framework.
• Review incident impacts and lessons learned.
• Provide training to stakeholders on incident management.

Skills

Understanding of risk management frameworks

Strong stakeholder relationship skills

Analytical mindset for risk and controls

Proactive workload management

Ability to challenge the status-quo

Job description

About Engine by Starling

Engine is the software‑as‑a‑service business powering Starling Bank. A year ago we split out as a separate company to bring this technology to banks worldwide. Our engineering‑led culture expects every team member to roll up their sleeves and deliver great outcomes for our clients.

Hybrid Working

We prefer a hybrid model. You should live within commuting distance of one of our offices to facilitate in‑person collaboration.

About the Role

This role sits within the Client Success Team and supports Engine’s clients by coordinating Incident Management for Gold and Silver Teams.

Responsibilities

• Coordinating Incident Management for Gold and Silver Teams
• Monitoring adherence to the Incident Management and Escalation Framework and driving continuous improvements
• Reviewing incident impacts, root cause and lessons learned
• Training a core team of people capable of leading Gold and Silver incident coordination
• Reviewing the risk and control environment, including conducting thematic reviews of incidents
• Conducting assurance activities on incidents and incident management to drive consistency and continuous improvement
• Providing training to stakeholders on incidents and incident response activities
• Developing and maintaining specialist procedures related to Incident Management
• Developing reporting and management information covering incident management and wider risk impacts
• Tracking audit trail for incidents, including any agreed actions and Post-Incident Reviews
• Working with Risk and Control owners, providing advice, challenge and input on key decisions, ensuring they are aware, accountable and can clearly articulate and manage their risk profile
• Being a key contributor to the ongoing development of a risk‑aware culture within Engine
• Presenting Risk Management information, collating data and presenting it in a cascadeable way
• Assisting stakeholders in the identification of risk and creation of controls, including development of continuous monitoring approaches
• Identifying control deficiencies and areas for enhancement

Requirements

• Understanding of risk management frameworks
• Knowledge of reporting obligations under global regulatory frameworks (e.g. PSD2) is an advantage
• A natural ability to build strong stakeholder relationships
• An inquisitive and analytical mind that helps you understand risks, controls, processes and determine if controls are working sufficiently, identifying gaps and suggesting improvements
• A proactive approach to managing workloads with a can‑do attitude, use of initiative, taking ownership and seeing things through
• Ability to challenge the status‑quo and help shape financial crime operations to be best‑in‑class across financial services

Interview Process

• Stage 1 – 45 min with a member of the Client team
• Stage 2 – 60 min with two team members from either Client or Tech
• Stage 3 – Final interview with either the CTO/Deputy CTO or VP Client Services

Benefits

• 33 days holiday (including public holidays; take them when it works best for you)
• An extra day’s holiday for your birthday
• Annual leave increases with length of service, and you can buy or sell up to five extra days
• 16 hours paid volunteering time a year
• Salary sacrifice and company‑enhanced pension scheme
• Life insurance at 4× your salary & group income protection
• Private medical insurance with VitalityHealth, including mental health support and cancer care. Partner benefits include discounts with Waitrose, Mr & Mrs Smith and Peloton
• Generous family‑friendly policies
• Incentives: refer‑a‑friend scheme
• Perkbox membership giving access to retail discounts, a wellness platform for physical and mental health, and weekly free and boosted perks
• Access to initiatives such as Cycle‑to‑Work, salary‑sacrifice gym partnerships and Electric Vehicle (EV) leasing

Job Details

• Location: London, England, United Kingdom
• Seniority level: Mid‑Senior level
• Employment type: Full‑time
• Job function: Information Technology

About Us

Engine by Starling is on a mission to radically reshape banking. We’re proud to bring together people of all backgrounds and experiences who love working together to solve problems. We’ll consider all candidates regardless of whether you tick every box. If you’re excited about working with us, contact us even if you’re still developing the skills for this role.

Equal Opportunity

Engine by Starling is an equal opportunity employer and is proud of ongoing efforts to foster diversity & inclusion in the workplace. Individuals seeking employment are considered without regard to race, religion, national origin, age, sex, gender, gender identity, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law.