Principal Incident & Problem Specialist

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Problem Solving Incident Management Business Process Improvement Risk Analysis Agile Methodology Communication Regulatory Compliance Information Technology Infrastructure Libraries (ITIL) Team-working Self Motivation Innovation Sales Promotion Blueprinting Make decisions Computer Security DevOps Finance Leadership Interpersonal Skills IT Service Management Service Improvement Planning Service Management Stakeholder Management Trend Analysis User Assistance Attention To Detail Confident and Emotionally Stable Virtual Team Hardworking and Dedicated Risk Management Commercial Awareness



  • To own and manage Major Incidents and Potential Major Incidents affecting the bank's IT production services
  • Reviewing the life cycle of the Incident and carrying improvement actions through into Problem Management.
  • Responsible for the continual improvement of Major Incident Management Policies, Processes and Procedures
  • To raise awareness of and ensure adherence to the Major Incident and Problem Management processes, including promotion of the value of effective Major Incident Management and Problem Management within the Tech & Change department and the wider business
  • To produce and analyse Major Incident Management performance and statistical reporting, taking appropriate actions according to findings as part of CSI
  • To maintain effective relationships with all technical teams and the business, and to ensure excellent communications are maintained
  • To own and manage Problem Records within the bank's IT production environment
  • Responsible for the continual improvement of Problem Management Policies, Processes, and Procedures
  • To ensure proactive Problem Management and trend analysis is appropriately conducted, in collaboration with other technical teams, to identify and mitigate repeat incidents, and drive service improvements to increase overall Service availability
  • Provide information and support to develop and present business cases where investment is required to improve the resilience of VBL's IT services
  • The scope of incidents managed under the Major Incident Management process includes, but is not limited to all Priority 1 and Priority 2 incidents, as well as any widespread incidents that have the potential to be increased to P1 or P2 level.

Examples of Incidents which would be in scope for Major Incident Management:

  • Service outage
  • Degraded service performance/Degraded service functionality
  • Significant IT security risk
  • Breach/potential breach of regulatory or compliance breach due to an IT incident


  • Reduce Costs and Grow our business - Proactively identify and act on opportunities to reduce waste, improve efficiency, increase productivity and grow our business.
  • Play my part in embedding the Blueprint Behaviours and put the customer at the centre of everything we do - Actively ensure the behaviours we have committed to as an organisation are demonstrated, reinforced and recognised in my own area of influence
  • Making work mean more - Playing my part in making Vanquis a great place to work, taking responsibility for my own Performance and Development and supporting others with theirs
  • Risk Management - Identify, assess, document, manage, escalate and report the risks associated with my role and business area, ensuring an appropriate control environment


Foundational skills:

Experience in IT Service Operations environment ideally within a fast paced, rapidly changing organisation.

Experience in Major Incident Management and Problem Management

Demonstrable experience in implementing and embedding process improvements

Experience working in the Financial Sector (or other highly regulated sector)

ITIL Foundation v3

Higher ITIL qualification relevant to Major Incident Management/Problem Management (eg Lifecycle, Practitioner or Capability Certification)

Development-focus skills:

Technical hands-on career background

Experience using Problem Management methodologies

Knowledge and experience in an Agile/DevOps environment

Continual Service Improvement Methodology

Problem Management Methodologies

Agile Service Management Practices


Highly focused and tenacious, with keen attention to detail

Service and production orientated

Strong focus on risk and compliance

Calm and level-headed

Able to apply appropriate decision-making techniques under high pressure


Leadership in a virtual team environment


Able to build highly effective relationships

Excellent communication and stakeholder management skills

Start date
3 months +
P2 Consulting
Published at
Project ID:
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