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Incident Manager

As Business Incident Manager, you will be accountable for operational and service stability via the Incident and Problem processes along with mitigating operational risk through AFS business and services. You’ll take the lead in ensuring normal service is resumed by owning the end to end processes for reporting, assessing and managing the resolution of business impacting incidents.

You’ll be joining Argos Financial Services where our aim is to make life better every day for Argos customers. We help customers afford and protect what matters most, offering products and services including Credit, Warranties & Insurance.

Argos Financial Services are part of Sainsbury’s Bank, part of the wider Sainsbury’s group. We’re an exciting and growing organisation and as our customers seek more innovative services and technology, being part of one of the UK’s most trusted brands brings our colleagues exciting opportunities to fulfil their potential.

In this role, you can be part of something bigger and help to create a new approach that puts the customer at the heart of everything we do.

As Incident Manager you will

Ensure all Incident and Problem processes are aligned to AFS wider policies, are coherent to the team/external stakeholders and that Incident and Problem management processes are owned and communicated.
Collate and feedback management information relating to volumes, impacts, timescales and suppliers.
Ensure that regular analytical processes are in place to identify and report on trends, root causes with feedback mechanisms into the business stakeholders.
Provide daily workflow management and oversight of incident and problem management within the team i.e. allocating daily responsibilities and workloads.

Excellent interpersonal and communication skills, especially under pressure
Support Crisis and Incident Management training and awareness programmes; providing hands-on guidance and support to each business area
Support and coordinate the business response to Incidents, working closely with IT Incident Management and Business stakeholders.
Act as an SME point of contact for incidents and therefore, provide effective and positive internal and external stakeholder engagement.

The role will require active participation in a 24/7/365 on-call rota.

Provide / produce daily, monthly and periodic reporting to support a variety of risk, incident, problem functions

As Incident Manager you will have

Experience of a distributed 3rd party supplier model involving multiple suppliers working to different SLA’s
Ability to maintain a focus on customer outcomes so that detriment is minimised and remediation activities identified are delivered in the most expedient way possible
Coordination of various business and technical teams to achieve a shared objective
Understanding of FSA regulatory driven procedures and controls within a financial services environment.
Experience in Incident Management, business continuity, resilience or risk management is preferable.

As well as the opportunity to join a great team you will also receive a competitive salary, 24 days holiday, and a range of other great benefits. We will support you in developing your skills to build the career you want.

Apply now