Barclays Recruitment – Recovery Manager

Job Description:

As a Barclays Service Recovery Manager, you will be responsible for accountable for oversight and control of all Triage bridges, Major Incidents and the provision of a full end-to-end Major Incident Service Offering. This includes management of MIH channels and conference calls, facilitating service recovery, gathering required support teams, handling escalations, issuing communications and preparing executive communications. Following service restoration, the SRM function switches to its proactive element to support the Problem process with a goal of identifying and capturing preventative actions via a full understanding of resolution and root cause.

Job Responsibilities:

• Engaging and escalating to the relevant RTB, BIM and Tech leads as appropriate, ensuring correct level of focus and MIH level is set. In line with the MIH Escalation Matrix
• Controling information flow between the recovery teams, service owners, business representatives and executive stakeholders
• Being accountable for the management of Triage bridges with the goal of preventing incidents from becoming Major incidents. Adhering to all MIH related processes
• Validating MIH criteria and drives decision on impacted service, severity and accountable area with support from Service Owner and Technical Support teams
• Following service restoration, ensure all data has been captured to provide a handover to the Problem Management team
• Acting as custodians of service (Gatekeeper function), taking ownership of un-owned issues, thus maximising potential to prevent MIH escalation
• Facilitating and driving the recovery of the incident until service is restored and acting as the single point of control & coordination for all major incident recovery activities
• Ensuring that all documented MIH processes and work instructions are adhered to throughout the entire lifecycle of the MIH, escalating any deviations

Job Requirements:

• Incident management skills including the use of formal problem solving and decision making techniques
• Good working knowledge of key tools; e.g. ServiceNow, xMatters, MS teams, etc
• Exceptional written communication skills; ability to write ad-hoc and formal reports
• An eye for detail. A Service Recovery Manager must ensure processes and policies are being adhered to and standards are being met
• Ability to remain calm under pressure
• Excellent leadership and communication skills

Qualification & Experience:

• Significant experience in Major Incident Experience

Job Details:

Company: Barclays

Vacancy Type: Full Time

Job Location: Knutsford, England, UK

Application Deadline: N/A

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