Incident & Problem Manager: 24/7 Reliability Lead

VELOCITY MOBILE LTD.; Nottingham; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Pension scheme

Bonus

Generous holiday entitlement

Private medical insurance

Cycle to work scheme

Job summary

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.

Responsibilities

• 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.

Skills

Incident management

Communication

Problem management

On-call support

Leadership

Tools

AWS Cloud

Job description

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