Service Recovery Manager

Job Description

We re committed to providing a supportive and inclusive culture and environment for you to work in. This environment recognises and supports ways to balance your personal needs, alongside the professional needs of our business. Providing the opportunity for all our employees, globally to work flexibly empowers each of us to work in a way that suits our lives as well as enabling us to better service our customers and clients needs. Whether you have family commitments or you re a carer, or whether you need study time or wish to pursue personal interests, our approach to working flexibly is designed to help you balance your life. If you would like some flexibility, then please discuss this with the hiring manager, and your request will be reviewed subject to business needs.BUK & BX All locationsWe are currently in the early stages of implementing a hybrid working environment, which means that many colleagues spend part of their working hours at home and part in the office, depending on the nature of the role they are in. We re flexible on how this works and it may continue to change and evolve. Depending on your team, typically this means that colleagues spend a minimum of between 20% to 60% of their time in the office, which could be over a week, a month or a quarter. However, some colleagues may choose to spend more time in the office over a typical period than their role type requires. We also have a flexible working process where, subject to business needs, all colleagues globally are able to request work patterns to reflect their personal circumstances These requests will be reviewed and agreed for a period of time i.e., will have a start and end date. Please discuss the detail of the working pattern options for the role with the hiring manager.Introduction: The goal of the Global Technology Command Centre is to ensure service stability to our customers and partners through governance and control of our production services with group wide collaboration and pro-activeness. Providing consistent rapid response to issues impacting our customers through world class Service Recovery Management and ensuring lessons are learnt to continuously improve service availability.The Service Recovery Manager (SRM) performs ITIL aligned Major Incident Management for Barclays Bank plc and will provide Service Recovery functions to Run the Bank and Technical Support teams with the goal of preventing or mitigating service impact to our Customers, Clients and Colleagues. The SRM is specifically accountable for oversight and control of all Major Incidents and the provision of a full end-to-end Major Incident Service Offering. This includes management of Major Incident Handling (MIH) channels and conference calls, facilitating service recovery, gathering required support teams, handling escalations, issuing communications and preparing executive communications. Following service restoration, the SRM function switches to its proactive element with a goal of identifying and capture preventative actions via a full understanding of resolution and root cause. SRM is also responsible for the building and maintaining of stakeholder relationships with all key incident management partners from across the Barclays organisation such as Run the Bank leads, Business Incident Managers (BIMs), Technology Offices, Application Support functions and Global Technology Infrastructure Services teams.What will you be doing Service Recovery Manger Key Responsibilities General Focal point for all Incident escalations, through management of Hotlines, Notify Chat Channels, Team Mailbox and in-person escalations. (ALL) Ensure escalations are dealt with via the MIH process or an accountable owner is assigned to progress via Standard Incident Management. (ALL) Act as custodians of service (Gatekeeper function), taking ownership of un-owned issues, thus maximising potential to prevent MIH escalation. (AVP Only) Service Improvement Planning Continuously looking to enhance the MIM service offering. Identifies and drives initiatives through to completion documenting and presenting benefits to Command Centre Management. (AVP Only) Demonstrate close alignment to Barclays Values at all times throughout performance of all responsibilities. (ALL) Training / up-skilling of colleagues Identify skills gaps and opportunities to strengthen the capabilities of the global team. Drives training and coaching to mitigate gaps. (AVP & BA4 Only) Provide executive level reporting (ALL) Support Planned Works/Major Events such as DR Tests, and formal Major Event invocation (ALL)Service Recovery Manager - Key Responsibilities Crisis, Major and Potential Major Incidents Is accountable for the management of Crisis Level MIH. Adheres to the Crisis process at all times throughout the lifecycle. (AVP Only) Is accountable for the management of all Severity 1 and 2 MIH. Adhering to all MIH related processes at all times. (AVP Only) Is accountable for the management of all PMI and Sev 3 MIH. Adhering to all MIH related processes at all times. (BA4 Only) Is accountable for the management of all Sev 3 MIH. Adhering to all MIH related processes at all times. (BA3) Will actively manage Severity 1 and below MIH. Ensures all participating resources are adhering to all appropriate processes (AVP & BA4 Only) Will actively manage Severity 2 and below MIH. Ensures all participating resources are adhering to all appropriate processes (All) Validates MIH criteria and drives decision on impacted service, severity and accountable area with support from Service Owner and Technical Support teams (ALL) Ensures that all documented MIH processes and work instructions are adhered to throughout the entire lifecycle of the MIH, escalating any deviations with respective Duty Manager. (ALL) Engagement and escalation to the relevant RTB, BIM and Tech leads as appropriate, ensuring correct level of focus and MIH level is set. In line with the MIH Escalation Matrix. (ALL) The Service Recovery Manager will facilitate and drive the recovery of the incident until service is restored. (ALL) Act as the single point of control & coordination for all major incident recovery activities. (ALL) Act as the primary interface for key stakeholders to the Major Incident Management process. (ALL) Issue concise and accurate communications detailing the status of the MIH recovery to stakeholders within defined timescales via appropriate channels. (ALL) Control information flow between the recovery teams, service owners, business representatives and executive stakeholders. (ALL) Following service restoration, continue to drive progression of root cause investigations and identify all feasible preventative measures, to be documented and communicated. (ALL) Document a Rapid Recovery Plan for use in a recurrence of the incident. (ALL) Initiate a review of alerting and monitoring capabilities and recommend improvements to reduce likelihood of major incident recurrence. (ALL) Ensure Service Now is continually updated so that dependent feeds (MIMZone, Reporting etc.) are in line with current situation. (ALL)Service Recovery Manager - Key Responsibilities Sev 3 (Non-PMI) Accountable for the oversight of all Sev 3 NON-PMI MIH. (ALL) Ensure the Incident Owner has a clear plan to resolve the incident and provide support as appropriate. (ALL) Manage Sev 3 Non-PMI MIH if deemed as appropriate by Command Centre Leadership. (ALL)Service Recovery Manager - Key Responsibilities Standard Incident Adhere to Incident Management governance framework. Incident Management analysis & trendingWhat we re looking for: Significant Major Incident Experience ITIL Qualified in IT Service Management Ability to be calm under pressure Excellent leadership and communication skillsSkills that will help you in the role : Good understanding of technology Problem solving / analytical mind An eye for detail. A Service Recovery Manager must ensure processes and policies are being adhered to and standards are being met,

Keyskills :
major incident managementrisk management frameworkroot causerisk management