Level 1 Incident Manager

Deutsche Bank; Birmingham; Hybrid; GBP 40,000 - 55,000; Full time

Job summary

An international banking institution based in Birmingham is seeking a Level 1 Incident Manager to oversee IT incidents as part of a 24x7 global team. The ideal candidate should have strong organisational skills and be able to communicate effectively. This role offers a hybrid working model, competitive salary, and various employee benefits including life assurance and private healthcare.

Benefits

Hybrid Working Model allowing remote work part of the time

Competitive salary and non-contributory pension

30 days’ holiday plus bank holidays

Life Assurance and Private Healthcare

Flexible benefits including retail discounts

CSR programmes and 2 days’ volunteering leave annually

Qualifications

• Experience in incident management or a related field is preferred.
• Ability to manage escalations and communicate effectively.

Responsibilities

• Oversee and coordinate major incidents, ensuring detailed recording during incident bridge calls.
• Communicate effectively throughout the incident lifecycle, both verbally and in writing.
• Manage escalations hierarchically and functionally as needed.
• Follow incident prioritisation and escalation procedures.
• Record risks, compliance issues, and relevant indicators.
• Ensure smooth handover between Incident and Problem Management.

Skills

Strong time management and organisational skills

Excellent communication and active listening abilities

Attention to detail

Assertiveness with a calm, measured approach

Ability to translate technical information into business language

Willingness to work shifts and weekends as required

Job description

Job Title

Level 1 Incident Manager

Location

Birmingham

Corporate Title

Associate

About the Role

In the Market Data Services Team, responsible for the global infrastructure delivering real-time data, the Global Incident Management (GIM) function ensures consistent and effective management of service-impacting production IT incidents, following established processes to restore services swiftly and minimise disruptions.

The Level 1 Incident Manager will be part of a 24x7 global incident management team operating on a ‘Follow the Sun’ basis, managing both impacting and non-impacting production IT incidents according to defined procedures.

What We Offer

• Hybrid Working Model allowing remote work part of the time
• Competitive salary and non-contributory pension
• 30 days’ holiday plus bank holidays, with optional additional days
• Life Assurance and Private Healthcare for employees and their families
• Flexible benefits including retail discounts, Bike4Work, and gym benefits
• CSR programmes and 2 days’ volunteering leave annually

Key Responsibilities

• Oversee and coordinate major incidents, ensuring detailed recording during incident bridge calls
• Communicate effectively throughout the incident lifecycle, both verbally and in writing
• Manage escalations hierarchically and functionally as needed
• Follow incident prioritisation and escalation procedures
• Record risks, compliance issues, and relevant indicators
• Ensure smooth handover between Incident and Problem Management

Skills and Experience

• Strong time management and organisational skills
• Excellent communication and active listening abilities
• Attention to detail
• Assertiveness with a calm, measured approach
• Ability to translate technical information into business language
• Willingness to work shifts and weekends as required

Support Offered

• Training and development opportunities
• Coaching from team experts
• Culture of continuous learning and progression
• Flexible benefits tailored to individual needs
• Support for diversity and reasonable adjustments for disabilities

Additional Information

Please note that some roles may have salaries below the minimum requirements to support Skilled Worker visa applicants. If you already hold a Skilled Worker visa, we can discuss support options.

About Us

Deutsche Bank is a leading German bank with a strong European presence and global network. Visit our website to learn more.

We are proud to be recognized as a top employer for gender equality and LGBTQ+ inclusion, committed to fostering a diverse and inclusive environment. We invite applications from all qualified individuals and promote fairness and respect in the workplace.