Technical Incident Lead

About Allica Bank

Allica is the UK’s fastest growing company - and the fastest-growing financial technology (Fintech) firm ever. Our purpose is to help established SMEs, one of the last major underserved opportunities in Fintech.

Established SMEs are the backbone of local communities - representing over a third of our economy - yet have been largely neglected both by traditional high street banks and modern fintech providers.

At Allica, we’re building an industry-leading digital business bank. Our technology team sits at the very heart of the organisation. We handle everything from new product development and innovation to the management of all the tools and systems the business uses to function efficiently and effectively. In all we do, we are committed to championing a culture built on Allica’s values of collaboration, integrity and being straightforward.

We are seeking a highly technical, proactive, and confident Technical Incident Lead to strengthen our operational resilience and raise the bar for incident response across the bank. Working UK business hours, you will act as an incident commander during technically focused incidents; driving fast diagnosis, coordinating engineering teams, and ensuring service is restored as quickly and safely as possible. This role goes beyond coordination. The successful candidate will bring hands-on technical experience, the credibility to challenge engineering decisions during a live incident, and the ability to spot patterns that support root cause and long-term fixes.

Incident Leadership

• Act as a technical incident lead during live incidents, using strong engineering judgement to coordinate investigation, decision-making, and recovery activities.

• Rapidly assess incidents to ensure the correct technical SMEs and business stakeholders are engaged, challenging assumptions and redirecting effort where required.

• Maintain control of the incident bridge, ensuring actions are clearly owned, prioritised, and progressed at pace.

• Raise the technical maturity of incident response through coaching, creation of playbooks, and continuous improvement of runbooks and response patterns.

• Ensure incident records capture accurate technical detail, timelines and decisions to enable effective post-incident analysis.

Communication & Stakeholder Management

• Deliver clear and concise technical and business updates during live incidents, tailored to both technical and non-technical audiences.

• Own and coordinate communications across Statuspage, internal channels, and senior leadership updates during critical incidents.

• Translate complex technical issues into business impact, customer risk, and recovery status.

Root Cause & Problem Management

• Lead or support root cause analysis for significant incidents, working closely with engineering, Operations and Product teams.

• Identify failure patterns, architecture gaps, or process issues that contribute to repeat incidents.

• Drive follow-up actions, ensuring clear ownership, timescales, and closure.

• Use and enhance incident tooling such as Jira, and observability platforms.

Required

• Strong communicator who can remain calm and authoritative under pressure, with the ability to explain complex technical issues clearly.

• Demonstrates ownership and accountability, prioritising critical tasks and seeing them through to resolution.

• Proven experience in SRE, DevOps, 2nd/3rd line Engineering, NOC, or a similar technical operations role.

• Solid understanding of ITIL v4 Incident, Problem, and Change management principles, with practical application in live environments.

• Comfortable challenging constructively and influencing across engineering, operations, and business teams.

Desirable

• Experience working in a regulated or financial services environment, ideally within UK banking or payments.

• Experience authoring, reviewing, or improving runbooks, playbooks, or operational documentation.

Working at Allica Bank

At Allica Bank we want to ensure our employees have the right tools and environment in which to succeed in their role and in support of our customers.

Our employees are at the heart of everything we do, so our benefits are designed with you in mind:

• Full onboarding support and continued development opportunities

• Options for flexible working

• Regular social activities

• Pension contributions

• Discretionary bonus scheme

• Private health cover

• Life assurance

• Family friendly policies including enhanced Maternity & Paternity leave

Don’t tick every box?

Don’t worry if you don’t have all the skills or requirements listed on the job description. If you think you’ll be a good fit, we’d still love to hear from you!

Flexible working

We know the ‘9-to-5’ isn’t right for everyone. That’s why Allica Bank is fully committed to flexible and hybrid working. Please let us know what is best for you and, if we can, we will do our best to accommodate.

Diversity

We’re a diverse bunch here at Allica, with all kinds of experiences, backgrounds and lifestyles. Our openness and differences make us stronger, and we want everybody to feel comfortable bringing as much of themselves to work with them as they like.