Job Title

Join us as an Incident Analyst - NatWest BoxedYoull be working collaboratively with business and wider Technology teams to provide first class support during and after incidentsWell look to you to make sure that the impact of any incident is managed and communicated in a way which reduces any impact on our customers and the businessJoin a supportive and cooperative environment, where we take a real interest in your professional developmentWhat you'll doAs an Incident Analyst, youll act as part of a team responsible for incident management across the business, promoting best practices and seeking to continually improve processes. With your support, your business area will receive a fit for purpose incident management service, which adheres to our policy standards and guidelines. Additionally, youll be building relationships outside of your business area, with internal partners and external suppliers, in order to resolve issues and incidents, support and influence outcomes and to meet business and customer needs.Youll also be:Facilitating incidents by providing support for domain leaders, ensuring timely resolution of incidents, minimising impact on services,Maintaining accurate records and ensuring timely and effective communication of status to clients and stakeholdersFacilitating the post incident review process including identification of root causes of incidents and implementation of solutions, ensuring continuous improvementSupporting analysis of incident data by ensuring accurate records are gathered, reviewed and maintainedProviding insight and input on how to improve any incident management processes via automationHandling high-pressure, time-critical situations in a calm, measured and constructive way, thinking critically to assess impact and communicating status to various stakeholdersThe skills you'll needWere looking for someone with experience handling all types of incidents, including major incidents and be part of a shared 24/7 on-call rota.Additionally, youll need:Proven experience in a similar role within a technology organisationExcellent communication and stakeholder management skills and experience dealing with clients, regulators, third-party vendors, and payment schemesStrong analytical and problem-solving skills and ability to handle high-pressure situations and make critical decisionsExperience of technology monitoring observability tooling, automating tasks to improve performance and working in a regulated environment would be highly beneficial