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Incident & Recovery Manager

Location: UK, Edinburgh
Company: TSP Banking

The Incident & Recovery Manager is a key role in the Run the Bank Service & Operations team, responsible for operating the process of restoring normal service operation as quickly as possible following an IT service incident, minimizing the adverse impact on business operations and ensuring that agreed levels of service quality are maintained.

Job role

  • Manage the Critical and Major incidents to resolve incidents and recover service within agreed SLAs, through co-ordination of internal and 3rd party resolver groups
  • Adhere to the appropriate policies and standards for the process and contribute to periodic auditing to ensure compliance
  • Improve the standard and coverage of technical delivery and competencies within CIO and across the business in order to resolve incidents and recover service within agreed SLA
  • Enhance and share knowledge within the Incident and Recovery management team and other resolver groups
  • Contribute to post incident reviews as necessary, documenting relevant learning points in the knowledge base
  • Identify enhancement and improvement opportunities and propose improvements to the process
  • Monitor and report on process performance
  • Design and improve incident models and workflows
  • Provide expert input to the IT Service Continuity practice for TSB, including planning and testing for Disaster Recovery scenarios; liaison and integration with Business Continuity plans
  • Identify and assess risks, and implement countermeasures
  • Work with other service management teams to ensure that there is an integrated approach to the design and implementation of incident management and other service management processes
  • Deputise for Senior Incident & Recovery Manager as required
  • Provide functional support to the Business Services Operations management team through delivery of agreed First -Line and Second-Line Service operation tasks.

More details and apply

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