Incident Management Analyst

Robert Half Technology are assisting a leading financial services (fintech) organisation to recruit several Incident Management Analyst 's on a 6-12 month contract basis - fully remote (UK based)

The Incident Management Analyst will ensure medium- and low-severity incidents affecting our fintech platform are promptly and accurately assessed for scale and scope of impacts. You will also ensure affected customers are notified as early as possible about real or potential impacts, engineering leaders are engaged immediately, and incidents are escalated rapidly when warranted, all following a concise playbook

Role

• The Incident Management Analyst will respond to all low- and medium-severity incidents:

1. During a typical eight-hour shift, engineers may open two to ten low- or medium-severity incidents in Jira, Slack and PagerDuty. Your phone and/or laptop will alert you immediately to engage via Google Meet, Slack and Jira.

• Follow the response playbook which provides specific steps for all of the following duties.
• Ensure facts are being captured about the incident and response. Today we use Google Gemini to do this - it just has to be activated.
• Ensure the engineering leaders join the response "bridge" meeting. They are reachable via PagerDuty, with escalation schedules there too.
• Ensure engineers provide prompt and accurate assessments of the impacts and risks to customers and the organisations obligations.

1. As the engineers troubleshoot the problems and learn new facts, you'll ensure the engineers confirm or update their impact and risk assessment.

• Ensure immediate communication to real or potentially-impacted customers.

1. The playbook provides steps to ensure the product support team immediately notifies impacted customers.

• Escalate when appropriate.

1. Any delays or changes to the assessment must be rapidly reflected in the incident records and may trigger escalation to the higher-severity incident management team.

• Between incidents, additional tasks may include:

1. Verify completeness criteria are met for prior incident records marked ready for review, and close where appropriate.
2. Request action on prior incident records that may be late or neglected.

• At the end of each shift, you'll post to Slack a brief summary of the incidents that arose during your shift.

Profile

• The Incident Management Analyst will have proven experience in incident management within a technology or fintech environment.
• Strong discipline to rigorously follow precise instructions.
• Strong communication and interpersonal skills, with the ability to convey technical information to both technical and non-technical audiences.
• Excellent problem-solving and critical-thinking abilities.
• Familiarity with incident management tools (PagerDuty, JIRA, Slack) and methodologies.
• Ability to work effectively in a fast-paced, cross-functional team environment.
• Strong organisational skills with attention to detail.
• Experience in fintech is preferred
• Bachelor's degree or equivalent experience

Company

• UK leading financial services (fintech) organisation with offices in London
• 6-12 month contract
• Fully remote - UK based

Salary & Benefits

The salary range/rates of pay is dependent upon your experience, qualifications or training.

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