Incident and Problem Lead

Key Responsibilities will include:

• Manage Major Incidents from identification to service restoration and closure. Ensure there are deputies in place so there is full coverage at all times
• Drive root cause analysis (RCA) and produce RCA documentation
• Regular, professional, and clear communication on major incidents (P1 to P3) to internal customers within SLAs
• Co-ordination between multiple teams across Technology, from IT infrastructure to application management and engineering for effective resolution
• The role will develop/maintain playbooks with the service delivery, Data, cyber, dev ops, and engineering team for responding to major incidents
• Supports the implementation and ongoing maintenance of Hodge business continuity Framework to ensure impact is minimized in the event of any issues arising across the business.
• Be the single point of contact for operational resilience within the Technology team. As the Subject Matter Expert within Technology, you will ensure that all requirements are built into Tech ways of working and solutions to ensure we meet our operational resilience obligations.
• The role will own and manage the testing of Recovery time objectives (RTOs) and recovery point objectives (RPOs) as agreed with the business so that any interruption to normal activities is acceptable to the business, its clients, suppliers, and the regulator.
• Continue to develop and maintain operational resilience and disaster and incident recovery testing plans internally & with clients externally, working closely with Technology and the business to ensure technology risks are addressed.
• As the Subject Matter Expert for Incidents – ensure that incident leads are identified in advance and are suitably trained and qualified to manage incidents.
• Provide MI and reporting on Incidents, and Problems.
• Identify which problems have the greatest impact to allow prioritization to take place. Secure resource and then deliver enhancements to agreed timelines.
• Support the risk culture of the organisation by taking personal responsibility for identifying and managing risks in everything you do.
• Carry out any other reasonable task as requested by the leadership team

General

• Comply with all company policies and procedures and legislative and regulatory requirements, including, but not exhaustively, those related to GDPR, Money Laundering, Health & Safety, PRA/FCA regulations, employment and other legislative requirements (as applicable).
• Undertake any other reasonable tasks as and when requested by senior management.
• Develop and maintain an up-to-date knowledge of Compliance & Risk regulatory and legislative information related to products/services (e.g. PRA/FCA rules, Data Protection, Money Laundering, etc.), as advised by line management.
• Support the risk culture of the organisation by taking personal responsibility for identifying and managing risks.

Please be aware that should we pursue your application, all our Financial Services employees will be expected to complete background checks to assess suitability for employment, these include; a criminal record, identity, sanctions, adverse finance, fraud prevention and reference checks to comply with our regulatory requirements.

Hodge is an advocate of being an equal opportunities employer, We believe in promoting equality and diversity which is central to our lives today. We welcome applications from all sections of the community and recognises the value a diverse workforce brings to an organisation.

ESG and sustainability are at the heart of everything we do and serves as a reminder of the responsibility we have to our stakeholders, customers, colleagues and the communities we operate in to use our position wisely. We’re currently exploring different certifications available and have done an initial review of how we think we’d fare, as we see this as a real opportunity for Hodge given our social purpose.