Incident Manager

Job Title

Incident Manager

Job Description

Role title: Incident Manager

IG’s Incident Management team is responsible for ensuring that Incidents adversely impacting our business, and our clients, are quickly diagnosed, effectively managed, and resolved within the agreed service levels. Incident Management is recognised as a key operational process within IG, and it enjoys elevated levels of visibility across our leadership teams. This is a mature process which has recently undergone some process and tooling improvements.  

The successful applicant for this role must have strong organisational and stakeholder management skills, a strong understanding of IT Incident Management in both non-production and production environments.  

They should also have a good understanding of all other Service Management processes, with particular emphasis on Problem and Change Management.

So who are we?

Hello, we’re IG Group. No, not Instagram – we’re a leading FinTech who provides trading services to clients across 18 countries!

LEADING THE FIELD THINKING BIGGER

We’re a global FTSE 250-listed company made up of a collection of progressive fintech brands in the world of online trading and investing. The best part? We’ve snapped up many awards for our top-class platforms, forward-thinking products, and incredible employee experiences.

We believe in financial freedom. And our purpose is to help ambitious people achieve it. Around 400,000 people use our groundbreaking technology and forward-thinking platforms to trade the financial products they know and love.

Did we mention we have offices in 18 countries? Yes, when you join IG Group, you'll have the chance to work across multiple brands with people all over the world. We work in cross-functional teams, focused on delivering at pace to improve the experience of traders on our platforms. Join us for an exciting future and let’s innovate together!

Your role in the Team

• Quickly determine the severity of Incidents, considering aspects such as: 
  • Business and client impact 
  • financial impact 
  • regulatory and reputational impact 
  • technical complexity 
• Effectively coordinate all IT resolver groups working on the resolution of incidents. 
• Manage all incidents through the incident management life cycle. 
• Deliver consistent, clear, and accurate communications throughout incidents to our appropriate stakeholder groups. 
• Lead war-rooms or major incident conference calls ensuring that all involved parties contribute effectively.  
• Prioritize incidents, according to our priority and impact definitions, ensuring that all issues are dealt with in relation to their priorities. 
• Maintain accurate records of Incident Management activities across all environments (Non-Production & Production). 
• Able to own and relationships with business areas, representing the Incident Management function, ensuring mutually beneficial operational outcomes.  
• Contribute to, and drive, improvements to ensure that lessons are learned from incidents and that any work required to prevent a future reoccurrence is scheduled accordingly. 
• Leading and directing technical conversations with various technical support groups and Vendors.  
• Provide training in IT incident management to areas of Technology that will benefit from it. 
• Consult with Change and Release Management for the deployment of fixes or patches needed. 
• Analyse Incident records to establish and report on trends which impact IT Service Availability.  
• Lead Major Incident reviews and provide feedback on how the service was restored and identify learning and improvement opportunities. 
• Provide effective handovers to Problem Management following the resolution of Major Incidents. 
• Prepare and provide monthly Incident Management reports to demonstrate the effectiveness of the process. 
• Consult with other IT Process functions to ensure a smooth dovetailing of these processes (Change, Release, Problem, Development/Engineering).  
• Understand how IG’s core dealing systems and backend processes work. 

What you’ll do

• At times, working within the   Incident Management function can be intense and high-pressured. 
• Team members are expected to work under their own initiative.
• There is a requirement to provide support over weekend periods. This is achieved through a support-rota. 

Who we’re looking for?

While there are many profiles of people who work at IG – across all roles, we’re looking for a few common traits:

You are curious about our product and the technology that sits behind it;You care about our clients, and you are hungry to improve their user experience;You are impatient about driving change and willing to deliver at pace;You are not afraid of the complexity of financial regulation and want to learn & grow your expertise; andYou are a creative problem solver capable of innovating and thinking big. 

We don’t fit the corporate stereotype. If you want to work for a traditional, suit-and-tie corporate, we might not be for you. But, if you have that IG Group energy and you can stand behind what we believe in, join us in raising the bar for our customers and across the trading industry.

What you’ll need for this role

Knowledge of troubleshooting financial trading platforms. Good knowledge of the ServiceNow platform. Good knowledge of Q/A, Change & Release processes. Previous Major Incident, and Incident Management experience within a financial services organisation. Knowledge of ITIL processes and terminology consistent with having completed an ITIL Incident Practitioner level course or be qualified to ITIL V3 Expert level. Experience of working in a global organisation and servicing high value/global customers in different geographical locations and the cultural challenges this can bring. Experience of delivering within a multiple service support team, in a complex business environment.  

How you’ll grow

When you join IG Group, we want you to have more than a job – we want you to have a career. And you can. If you spot an opportunity, we want you to chase it. Stretch yourself, challenge your self-beliefs and go for the things you dream of. With internal and external learning opportunities, and the tools to help you skyrocket to success, we’ll support you all the way.

And these opportunities truly are endless because we have some bold targets. We plan to expand our global presence, increase revenue growth, and ultimately deliver the world’s best trading experience. We’d love to have you along for the ride.

The perks

It really is more than a job. We’ll recognize your talent and make sure that you can still have a life – at work, and outside of it. Networks, committees, awards, sports and social clubs, mentorships, volunteering opportunities, extra time off… the list goes on.

How you’ll work

We follow a hybrid working model; we reckon it’s the best of both worlds.  This model also feeds into our secret ingredients for innovation: diversity, flexibility, and close connection.

Plus, you’ll be welcomed into a diverse and inclusive workforce with a lot of creative energy.

Ask our employees what their favorite thing is about working at IG, and you’ll hear an echo of

‘our culture’! That’s because you can come to work as your authentic self. The things that make you, you – like your ethnicity, sexual orientation, faith, age, gender identity/expression or physical capacity – can bring a fresh perspective or new skill to our business.

That’s why we welcome people from various walks of life; and anyone who wants to help us realize our vision and strategy by delivering at pace and championing the client in everything we do.

We also think hard about our ways of working as a company. At IG Group, we’ve set out five target behaviours that we expect everyone to strive to achieve in all that we do:

• Lead & Inspire: Leading teams in a way that drives trust, alignment, and enthusiasm;
• Think Big: We focus on the problems that most move the needle of commercial outcomes;
• Champion the client: We always keep the client's needs front of mind and deliver as much value for them in all that we do;
• Deliver at pace: We work to ensure nothing stands in the way of fast delivery of sustainable growth for our business; and
• Raise the bar: We raise the bar by taking ownership of outcomes and being accountable for making things better all across IG.

Number of openings

1