Incident Manager

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Thought Machine, one of the UK's leading fintech companies, is undergoing a period of rapid expansion and is looking to hire a number of candidates in the role of Incident Manager.

Our mission is to cure one of the banking industry's primary problems: its reliance on outdated IT infrastructure. Nearly every bank is stuck on a legacy IT platform, which cripples their ability to innovate and give their customers the type of service they deserve.

Our solution to this is Vault: a complete retail banking platform that is capable of being configured easily to suit the needs of any bank. We have built Vault from the ground up as a cloud native, microservice API architecture platform. Thought Machine has a deep culture of engineering excellence, and we believe it is this which delivers a solution compelling enough to engender a seismic shift in the banking industry.

Thought Machine is looking for highly talented individuals to help grow the company and achieve our ambitious goal. We pride ourselves on having an excellent internal culture, where we strive hard to create the best possible working environment; a healthy mix of great technical work, fast pace, supportive atmosphere, and of course our irreverent sense of fun.

Thought Machine hires team members of excellent calibre in every role. While a lot will be asked of you, you will benefit greatly from working in a world class team, with colleagues who excel. Working at Thought Machine is fast paced and team oriented with an emphasis in delivering the highest quality work in every role.

This is an essential role within Thought Machine, operating at a comprehensive technical level to validate issues received from clients, perform initial diagnostics and engage our engineering support team to resolve incidents within the agreed service levels. The Incident Managers will manage client communications 24x7 to proactively engage clients on identified incidents along with responding to client issues and ensuring a speedy resolution.

The Incident Management team will operate a multi region 24x7 shift pattern, interacting with Clients, Service Managers, Delivery Teams and Engineers, performing the crucial task of ongoing client support and maintenance.

DUTIES

  • Being part of a multi-region Incident Management shift pattern to ensure 24x7 client coverage.
  • Validation of core infrastructure, platform and banking layer issues.
  • Progressing incidents with engineering in line with agreed service levels.
  • Ticket management ensuring clients are updated on progress, timeframes and resolution plans.
  • Analyse internal and client observability tools providing proactive alerting and associated dashboards.
  • Technically review provided logs and initial diagnosis of issues.
  • Collaborating with engineering, obtaining a deep technical understanding of Vault and associated roadmap.
  • Understanding, investigating and resolving client technical queries.
  • Working with Service Managers to conduct route cause analysis on technical issues.
  • Primary production support escalation point.
  • SLA performance reporting.

Requirements

Essential:

  • Excellent problem solving skills, ability to communicate solutions.
  • Ability to explain technical concepts to technical and non-technical stakeholders.
  • Experience writing software with the following tech stack: Python, Go, Java, Typescript, Docker, Kubernetes, ELK Stack, AWS, Google Cloud and other Cloud Technologies.
  • Experience analysing monitoring tools, generated logs and associated dashboards.
  • Desire and ability to learn and work with engineers to resolve issues and evolve the technical aspects of Vault.

Desirable:

  • Providing technology support into financial institutions, or enterprise firms.
  • Experience in working in a fast paced software development environment.
  • In client-facing support, integration, implementation engineering or solution architecture roles, in B2B software product companies.

Benefits

  • Highly competitive salary
  • Pension plan
  • Private health insurance (including dental & optical)
  • Cycle to work scheme
  • Season ticket loan
  • Onsite gym
  • Sports and hobby clubs, subsidised by Thought Machine
  • All the latest tech you need
  • Start the day properly with fresh fruit and cereals
  • Huge rage of healthy (and not so healthy) snacks, smoothies, juice, tea, coffee and soft drinks on tap
  • A talented & experienced team as your colleagues
  • An environment where we encourage learning and progress
  • Weekly food pop up
  • Monthly social with arcade games


Thought Machine are committed to making a measurable positive impact on people's everyday lives. We are an equal opportunity employer and value diversity at our company. We actively hire for cultural growth. We welcome people of all ages, backgrounds and value people who take a journey unique to them. We provide everyone with equal access to professional development. You are encouraged to apply even if your experience doesn't precisely match the job description.

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