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Allica Bank, the UK's fastest-growing fintech firm, is seeking an Incident & Problem Coordinator to join its technology team. This role is critical to maintaining service reliability for the organization's digital business banking platform serving established SMEs.
You will serve as an incident commander during technically focused incidents, driving fast diagnosis, coordinating engineering teams, and ensuring rapid service restoration. This is not a purely administrative role—you'll need hands-on technical experience, the credibility to challenge engineering decisions during live incidents, and the ability to identify patterns that support root cause analysis and long-term preventative fixes.
Key responsibilities include:
- Coordinating technical bridges and incident calls for incidents impacting the organization
- Creating and monitoring incident communication channels to ensure timely progression
- Supporting technical teams with triage activities and engaging appropriate support teams
- Maintaining consistent stakeholder communication during and after incidents
- Updating Statuspage, Jira tickets, and Confluence documentation with incident details
- Conducting and leading post-incident reviews to prevent recurrence
- Creating detailed problem records with root cause analysis and resolution steps
- Maintaining incident and problem management KPIs and metrics
- Tracking post-incident review actions to ensure timely completion
- Assisting with incident management reporting and analytics
You'll work UK business hours and collaborate closely with the Service Desk, customer-facing teams, and technology squads. The ideal candidate brings strong communication skills, creative problem-solving ability, ownership mentality, and curiosity about evolving technologies. Prior IT support experience and financial institution background are preferred but not essential.
Allica Bank offers flexible and hybrid working arrangements, comprehensive benefits including pension contributions, private health cover, discretionary bonuses, and family-friendly policies.
