Incident & Problem Coordinator

About Allica Bank Allica is the UK’s fastest growing company - and the fastest-growing financial technology (Fintech) firm ever. Our purpose is to help established SMEs, one of the last major underserved opportunities in Fintech. Established SMEs are the backbone of local communities - representing over a third of our economy - yet have been largely neglected both by traditional high street banks and modern fintech providers. DEPARTMENT DESCRIPTION At Allica, we’re building an industry-leading digital business bank. Our technology team sits at the very heart of the organisation. We handle everything from new product development and innovation to the management of all the tools and systems the business uses to function efficiently and effectively. In all we do, we are committed to championing a culture built on Allica’s values of collaboration, integrity and being straightforward. ROLE DESCRIPTION Working UK business hours, you will act as an incident commander during technically focused incidents; driving fast diagnosis, coordinating engineering teams, and ensuring service is restored as quickly and safely as possible. This role goes beyond coordination. The successful candidate will bring hands-on technical experience, the credibility to challenge engineering decisions during a live incident, and the ability to spot patterns that support root cause and long-term fixes. PRINCIPAL ACCOUNTABILITIES - Working very closely with the different functions in the company, including the Service Desk, Customer-facing teams, Technology & Squads to provide: - Coordination of technical bridges and incident calls for incidents impacting the organisation, creating and monitoring incident communication channels to ensure timely progression is being made. - Supporting technical teams to ensure all relevant information is available for triage activities, engaging the right support teams when the issue cannot be immediately resolved. - Consistent communication with key stakeholders during and after an incident, updating respective communication channels throughout. - Updating Statuspage, Jira tickets and Confluence pages with the relevant incident details. - Aiding in prevention of recurrence of incidents by creating detailed problem records, including root cause analysis and resolution, by conducting and leading post-incident reviews. - Ensure KPIs and Metrics for Incident & Problem management are maintained for incidents that the Incident & Problem Coordinator is accountable for. - Tracking actions assigned as part of post-incident review to ensure action owners are updating and completing these in a timely manner. - Assisting with the creation and maintenance of reporting from the Incident Management space. PERSONAL ATTRIBUTES & EXPERIENCE - You should have the unrestricted right to work in the UK. Unfortunately, we are unable to provide sponsorship. - Strong communication skills and enjoys a creative approach to problem-solving. - Take ownership of all individual & assigned tasks prioritising those more crucial. - The computing world evolves very quickly so it is important that candidates are curious about new technologies. - Prior IT support experience preferred, but not essential. - Prior experience working in a financial institution preferred. Working at Allica Bank At Allica Bank we want to ensure our employees have the right tools and environment in which to succeed in their role and in support of our customers. Our employees are at the heart of everything we do, so our benefits are designed with you in mind: - Full onboarding support and continued development opportunities - Options for flexible working - Regular social activities - Pension contributions - Discretionary bonus scheme - Private health cover - Life assurance - Family friendly policies including enhanced Maternity & Paternity leave Don’t tick every box? Don’t worry if you don’t have all the skills or requirements listed on the job description. If you think you’ll be a good fit, we’d still love to hear from you! Flexible working We know the ‘9-to-5’ isn’t right for everyone. That’s why Allica Bank is fully committed to flexible and hybrid working. Please let us know what is best for you and, if we can, we will do our best to accommodate. Diversity We’re a diverse bunch here at Allica, with all kinds of experiences, backgrounds and lifestyles. Our openness and differences make us stronger, and we want everybody to feel comfortable bringing as much of themselves to work with them as they like.