Incident Manager

Job Description

Job Title

Incident Manager

Job Description

Join the game-changers

We are looking for an Incident Manager to join the team that is responsible for ensuring incidents adversely affecting the business are quickly diagnosed, workarounds are determined, proper root cause analysis is performed and actions are taken to ensure that the incident does not reoccur.

What Youll Be Involved With

As an Incident Manager at IG, you will be responsible for responding to mission-critical issues which affect IG&aposs financial, reputational and regulatory standing. The role has high visibility and broad scope, allowing you to learn and become responsible for IG&aposs business, systems and priorities. You will work with highly skilled teams on industry-leading technology to deliver the best outcomes for IG&aposs customers and stakeholders.

The successful applicant for this role must have strong stakeholder management skills, a strong understand of IT Incident Management and a good understanding of all other Service Management processes.

Who We Are

IG is a forward-thinking and innovative FinTech, positioned as a global leader in online trading and investments. We have been changing the financial services game since we were founded in 1974, when we invented a whole new category of trading and today, our award-winning in-house platforms and apps provide over 400,000 active global investors with fast, reliable and flexible access to over 17,000 global financial markets.

Our purpose is simple, to power the pursuit of financial freedom for the ambitious.

Responsibilities Include

- Quickly determine the severity of Incidents, considering business impact and technical complexity.
- Effectively coordinate the IT resolver groups working on the resolution of incidents.
- Manage all incidents through the incident management lifecycle.
- Deliver clear and accurate communication during all incidents to senior management and business stakeholders.
- Chair war rooms or major incident conference calls and ensure they are working to full efficiency in dealing with major incidents.
- Prioritise incidents to ensure issues are dealt with relevant to their business impact.
- Maintain accurate & up to date records of Incident Management processes and activities.
- Drive improvements to ensure that lessons are learnt from incidents and that any work is required to prevent a future reoccurrence.
- Understand how IGs core dealing systems and backend processes work.
- Ability to lead technical conversations with various technical support groups.
- Provide training in IT incident management to areas of IT that will benefit from it.
- Liaise with Change Management for the deployment of fixes or patches needed.
- Analyse Incident records to establish and report on trends which impact IT Service Availability.
- Attend Major Incident reviews and provide feedback on how the service was restored.
- Provide monthly Incident Management reports to demonstrate the effectiveness of the process.
- Liaise with other IT Process functions to ensure a smooth dovetailing of these processes (Change, Release, Problem).

Essential Skills And Attributes

- Excellent written and verbal communication skills.
- 5+ Years experience in globally dispersed Service Management teams.
- Experience in Incident Management in both B2B and B2C environments.
- Experience in managing a wide spectrum of stakeholders and showing an ability to manage upwards.
- Ability to manage, prioritize and successfully execute multiple tasks and activities.
- Demonstrate cross-group collaboration and organization skills.
- Eager to learn and quick to learn.
- Interest in financial products.
- Calm under pressure through demanding challenges.
- Detail-oriented with the ability to follow processes and procedures.
- Ability to adapt to changes in processes and products.
- Ability to resolve problems and own issues until full resolution.
- ITIL V3 Foundation level (Minimum).
- Influencing others without having direct authority.
- Acting as the final escalation point for stakeholders.
- Management of other vendors and partners that may need to be engaged.
- Effective troubleshooting and analytical skills and ability to manage complex and technical projects.
- Experience in data analysis and trending with the ability to identify improvements and actions.

Desirable Skills

- Knowledge of troubleshooting financial trading platforms.
- Previous Major Incident experience or operational experience within a mission-critical environment.
- ITIL processes and terminology consistent with having completed an ITIL Foundation level course.
- Experience working in a global organisation and servicing high-value/global customers in different geographical locations.
- Experience in delivering within a multiple-service support team, in a complex business environment.

Notes: Weekend support on a rotation basis.

Who Youll Be

Were looking for enthusiastic, curious, and open-minded people to help us continuously improve our business and lead the way in an ever-changing and reactive industry. You, like us, understand the importance of collaboration and are driven to be the best in what you do. You embody our three core values: To champion the client - Learn fast together - Raise the bar.

You want to be part of a proudly carbon-neutral company that will prioritise your well-being and that of the world around you, helping to create a brighter future for all. A company that embraces diversity and welcomes everyone with respect, regardless of race, age, sexual orientation, gender, identification, faith or culture.

If youre inspired by our way of working and can bring something new to our team of top-notch people, then youll find a home here.

How Youll Grow

Your personal and professional development is important to us. As a company thats constantly redefining the boundaries of possibility, well challenge you to push yourself, accelerate your ambitions and rise to new levels of excellence.

We know thats a big ask, so well make sure that youre supported all the way, getting the backing you need and the recognition you deserve. If you connect with our vision and can get behind it, youll be rewarded with countless opportunities to experience new things and enhance your abilities.

What Youll Get

As well as having the chance to attend regular social events and join special-interest groups, you get an attractive selection of benefits working with IG:

- Flexible working hours and work-from-home opportunities
- Performance-related bonuses, Insurance, and medical plans
- Career-focused technical and leadership training in-class and online, incl. unlimited access to LinkedIn Learning platform
- Contribution to gym memberships and more A day off on your birthday
- Free lunch & snacks.
- Two days volunteering leave per year
- Employee-led LGBTQ+, Womens, Black and Parents & Carers networks with an annual budget for organising events & projects that foster an open, diverse and inclusive culture
- Option to participate and create ESG initiatives based on IG Brighter Future Fund

Where youll work

As part of our hybrid working environment, youll split your time between home and the office but will require on average 2 days a week in the London office to collaborate with colleagues and the wider Tech Team.

Come to work in a comfortable, state-of-the-art office containing everything you need to succeed. With access to agile and ergonomic workstations designed to support our roles. Our spacious, open-plan offices provide a modern, dynamic setting for you to excel. You can also make use of the roof terrace with fabulous views across the Thames and London.

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Number of openings

1

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