THE ROLE ?

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.

WE’RE LOOKING FOR ?

Essential

• Major Incident Management experience
• Substantial experience in both Incident and Problem Management
• Customer Support experience essential, ideally with enterprise customers
• Excellent communication skills both verbal and written
• ITIL V4 Foundation qualified

Desirable

• Has previous tier 1 client / vendor facing experience
• Has experience or understanding of the wider service management best practices
• Payments and scheme knowledge (Faster payment knowledge/experience specifically would be huge plus)

THE TEAM ?

You’ll be joining a small team of incident managers within Form3’s Architecture & Reliability business line. The team collaborate remotely over Zoom & Slack as they work remotely across the UK and Canada. You will be part of an in hours and out of hours rota that ensures 24/7 coverage to support our customers.

The team works extremely closely with our Site Reliability Engineers in a bid to drive efficiency and continual service improvements and holds regular meetings to discuss and collaborate on these.

INTERVIEW PROCESS ✍️

Stage 1: Screening Call with Talent Team

Stage 2: Take Home Assessment

Stage 3: Zoom Interview with 2x Senior Incident Managers

Stage 4: Zoom Interview with Hiring Manager & Head of Customer Experience and Operations

Stage 5 (optional): Final Interview with VP Architecture

We always aim to stick to the above process, however there may be occasions when an additional interview stage is needed for us to be sure we’re hiring the right person!

HIRING LOCATIONS ?

We are able to accept applications from the following countries; United Kingdom

ABOUT FORM3 ?

Revolutionising the world of payments with our cutting-edge technology and innovative solutions.