Major Incident Manager (Manchester)

About Us:

At Direct Line Group, insurance is just the start. Combining decades of industry experience with talented people in every field, we’re a customer-obsessed market powerhouse. And we all work together to be brilliant for customers, every single day.

We’re evolving, to be a more digitally-focused data-driven insurance company of the future – and your unique talent, skills and ideas can drive our success. Like us, you thrive on collaboration, exploration and innovation. And like you, we take tech seriously. That’s why we’re embracing the move to a more digital, flexible world. With constant investment in the newest tools, programmes and equipment for our teams, it all adds up to creating the best possible user experience for customers. And a great career for you. Join us. Own the evolution.

We are looking for a Major Incident Manager who will take care of the coordination and management of major incidents to return service as quickly as possible, whilst managing key stakeholder communications and expectations.

Who you'll work with:

We are delivering a set of plans to transform our technology for the future, evolving the systems, platforms and infrastructure that our people use day-to-day.

You'll join our Service Operations team working with other problem and incident managers and analysts. Our Service Ops team is part of the wider Technology Operations department, it's a great time to join us as we embark on journey to push boundaries and become more proactive in our approach. We're looking for curious minds and challengers who will bring a fresh perspective to our team. You will report to the Service Operations Manager.

N.B You will have a rota for on call requirement which will be discussed further at interview.

This role is a hybrid opportunity where you will be linked on to one our of technology hubs in Leeds, London or Bristol.

What you'll do:

The role of Major Incident manager is fast paced and varied and we'll look to you to for the following and more…

• Be an escalation path for major and critical incidents, directing and coordinating the process including resolver teams both internally and externally ensuring service is restored urgently

• Prevent incidents from materialising into Major Incidents through remediating root causes, proactive management of incidents that may cause a Major Incident

• Plan and document follow up activities relating to major incidents

• Prioritise incidents according to their urgency and business impact

• Contribute to the development of Incident Management processes, tools, templates, documents and reports

• Work to identify opportunities for improvement across service operations processes and undertake evidence to avoid similar incidents in future

• Challenge stakeholders and team members to ensure the right outcome is achieved and to ensure continuous improvement

What you'll need:

We want to make sure you are set for success, so as well as previous experience in a similar role we'll look for the following:

• Experience with IT infrastructure, systems, and applications including ServiceNow.

• Experience in complex problems analysis and identify root causes of major incidents.

• Incident Management Processes: Familiarity with incident management frameworks (e.g., ITIL), incident prioritisation, escalation procedures, and communication protocols.

• Interpersonal communication at different levels and collaboration with other teams.

• Leadership qualities, ability to remain calm under pressure, delegate tasks, and make decisions.

• Handle multiple incidents, prioritising tasks based on urgency, time, and resource allocation.

• Embracing a mindset of continuous improvement, looking for ways to enhance incident response processes, reduce recurrence of incidents, and implement preventive measures.

What we’ll give you in return:

We wouldn’t be where we are today without our people and the wide variety of perspectives and life experiences they bring. That’s why we offer excellent benefits to suit your lifestyle and a flexible working model combining the best parts of home and office-working, varying with the nature of your role. Core benefits include:

·9% employer contributed pension

·50% off home, motor and pet insurance plus free travel insurance and Green Flag breakdown cover

·Up to 10% annual bonus

·25 days holiday (rising by 1 each year to 28) + bank holidays and option to buy or sell up to 5 days

·Additional optional Health and Dental insurance

·EV car scheme allows all colleagues to lease a brand new electric or plug-in hybrid car in a tax efficient way.

·Buy as you earn share scheme

·Employee discounts and cashback

·Plus many more

Ways of Working

Our hybrid model way of working offers a 'best of both worlds' approach combining the best parts of home and office-working, offering flexibility for everyone. When you'll be in the office depends on your role, but most colleagues are in 2 days a week, and we'll consider the flexible working options that work best for you. 

We recognise and embrace people that work in different ways so if you need any reasonable adjustments within this recruitment process, please reach out to us and we can discuss how we can support you with this.

There’s no-one else like you. No-one with the exact same mix of strengths, quirks, skills and thoughts. That’s why you could belong here. As part of a team of brilliant individuals, in a place that empowers you to be the best you can be. We’re proud of who we are, of what we do, and what every single one of us brings. Join us. Help us keep innovating and putting customers at the heart of everything. To be an insurance company of the future. When we work together, we can all achieve great things. Inspiring, challenging, and supporting each other to aim higher.

Together we’re one of a kind.

Collectively we help every business within our group aim higher. Standing shoulder to-shoulder to stand out in the market, we want to be an insurance company of the future. And with so many areas to choose from, your ambitions are welcome here.