Senior Incident Manager

at  Form3 Financial Cloud

Play a key role in ensuring Form3 delivers best-in-class incident management and response to complex enterprise customers!

As the first point of contact for Form3’s production alerting, this role requires you to apply incident management process by demonstrating adaptability and initiative to quickly identify and efficiently resolve issues as they arise. As a key part of the wider Architecture & Reliability team, you’ll work with highly-regulated Tier 1 Financial Institutes to deliver best-in-class customer experience, whilst continually looking at ways to improve our internal incident management processes.

• Maintains and enforces the Incident Management process where necessary to align with business needs.
• Co-ordinate and promote Incident Management activities across Form3 teams.
• Understand and promote the DevOps disciplines to support internal process.
• Manage and develop new and existing runbooks to support Incident Management.
• Prioritising activities to ensure key items are actively progressed.
• Reporting/metrics are understood and implemented for the lifecycle of the incident process.
• Identify/communicate process optimisation opportunities, proposing and implementing solutions.
• Deputises for Incident Management Lead during absence. This includes acting as a point of escalation for IM as well as covering any in flight priority items.
• Supports IM Lead on project work, internal and external requests incl. changes and engagement with vendors / suppliers re tooling etc.
• Co-ordinates and promotes incident management activities across the business line teams and across Form3 teams.
• Reviews all incidents and problems logged on internal tools, e.g., Freshservice / PagerDuty to ensure accuracy / quality of data.
• Reviews and updates IM reporting e.g., MOR pack; Service Review packs.
• Responsible for quarterly BIA and Risk & Audit committee reporting.
• Reviews and approves suggested improvements to incident management processes.
• Monitors and drives actions needed, as a result of lessons learned from PIRs.
• Investigating the underlying root cause of major incidents and managing the actions through with support teams
• Supports assurance and audit sessions with key stakeholders.
• Is part of the out-of-hours IM and MIM on-call rota making sure our clients have issues remediated on a 24/7 basis.