Level 2 Incident Manager

Job Description:

Job Title Level 2 Incident Manager

Location Birmingham

Corporate Title Assistant Vice President

The Global Incident Management (GIM) function ensures a timely and effective response to major incidents, aiming to restore normal service operations as quickly as possible. The team is responsible for overseeing the major incident management process, ensuring compliance with established processes/procedures. Operating a "follow the sun" service model across three regions to provide 24/7/365 support.

You will be an integral part of the global incident management function within operations management, TDI and the point of escalation, managing investigations and resolutions of IT major incidents during the EMEA time zone.

You will participate in the weekend management on call rota and form an integral part of the Regional Incident Management Team helping operations leads and regional managers as required utilising leadership skills to provide support and guidance to junior Incident managers.

What we’ll offer you

Hybrid Working

We understand that employee expectations and preferences are changing. We have implemented a Hybrid Working Model that enables eligible employees to work remotely for a part of their working time and reach a working pattern that works for them.

You can expect: 

• Hybrid Working - we understand that employee expectations and preferences are changing. We have implemented a Hybrid Working Model that enables eligible employees to work remotely for a part of their working time and reach a working pattern that works for them
• Competitive salary and non-contributory pension
• 30 days’ holiday plus bank holidays, with the option to purchase additional days
• Life Assurance and Private Healthcare for you and your family
• A range of flexible benefits including Retail Discounts, a Bike4Work scheme and Gym benefits
• The opportunity to support a wide ranging CSR programme + 2 days’ volunteering leave per year

Your key responsibilities

• Management of complex incidents from inception to resolution
• Completion of all administrative actions within agreed KPIs
• Support to colleagues and Managers as required
• Leadership of junior staff members providing guidance and support
• Some project work and CSI implementation tasks are expected

Your skills and experience

• Ability to handle Up/Down/Lateral communication with ease
• Analytical mind, ability to understand complex IT issues and understand multiple resolver teams in investigation and resolution stages of an incident
• Have a good grasp and experience with CSI within an IT based organisation
• Being able to devise and deliver operational Training to teams
• Ability to cope with pressure and act with reasoned and timely thought processes
• Experience within the financial sector is favourable

How we’ll support you

• Training and development to help you excel in your career
• Flexible working to assist you balance your personal priorities
• A culture of continuous learning to aid progression
• A range of flexible benefits that you can tailor to suit your needs
• We value diversity and as an equal opportunity’s employer, we make reasonable adjustments for those with a disability such as the provision of assistive equipment if required (e.g., screen readers, assistive hearing devices, adapted keyboards.

About us

Deutsche Bank is the leading German bank with strong European roots and a global network. Click here to see what we do.

Deutsche Bank in the UK is proud to have been named a The Times Top 50 Employers for Gender Equality 2024 for five consecutive years. Additionally, we have been awarded a Gold Award from Stonewall and named in their Top 100 Employers 2024 for our work supporting LGBTQ+ inclusion.

We strive for a culture in which we are empowered to excel together every day. This includes acting responsibly, thinking commercially, taking initiative and working collaboratively.