Technical 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 Technical Incident Manager.

Thought Machine is solving one of the biggest problems in banking. Since launching in 2014, our mission has been to liberate banks from outdated, legacy technology which stifles their ability to innovate. Thought Machine’s core product is a cloud native, core banking engine built to run any type of bank - from established Tier 1 banks all the way to new challenger banks.

To move closer to achieving our mission, we are looking for highly talented individuals to join the fast growing team. With a founding team drawn from Google, we have 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 was recognised on LinkedIn’s Top Startups List (2019) and named in Fintech 50 (2019). We pride ourselves on having an excellent internal culture, where we take cultural fit as important as technical fit when we make new hires. At Thought Machine, we strive hard to create a fast-paced, supportive and fun working environment to enable the team to produce the best technical work in the industry.

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 Technical 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

  • Competitive salary
  • Pension
  • Healthcare
  • A talented & experienced team as your colleagues
  • An environment where you can learn and progress

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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