Incident and Problem Manager

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.

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.

The TOC is a 24
* 7*365 operation with online presence between 08:00-17:30 and on-call coverage providing out of hours support.

• Lead Investigations: You will direct investigations into major and critical incidents by managing, coordinating, and appropriately challenging technical resources on a 24
  * 7*365 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.

• 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

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.

• Bring us all this - and you’ll be handsomely rewarded with a role contributing to the product roadmap for an organisation committed to…