Hybrid Incident Manager

at Starling Bank

• Job title: Incident Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: Cloud, Microservices
• Location requirements: Hybrid, Cardiff, United Kingdom

About the role

• Incident Manager coordinating incidents impacting Starling Bank. Supporting incident management processes and stakeholder engagement in a hybrid work environment.

Responsibilities

• Responding to and assisting in the co-ordination of Incidents impacting the Bank, ranging from moderate to major incidents (Physical, Cyber, Technical, and Operational), providing translation of technical issues for operational audiences.
• Supporting business engagement with key stakeholders and supporting departments in their incident management engagements.
• Monitoring adherence to the Incident Management and Escalation Framework.
• Assisting in conducting PIR’s on behalf of the business, supporting in assigning actions and reviewing Incident impacts, root cause and lessons learned.
• Supporting the Incident Command (IC) structure across the organisation, assisting in driving resolution from identification through to completion.
• Maintaining the complete, auditable record of all incidents, assisting in challenging data (especially financial/regulatory figures) to ensure the accuracy of the audit trail and its alignment with defined corrective actions.
• Developing and delivering accurate Management Information (MI) for executive governance and regulatory oversight (e.g., 2LoD), covering incident performance and wider risk impacts.
• Assisting in assurance activities and thematic reviews on the Incident Management Framework.
• Acting as a partner to Risk and Control owners, providing support and challenge on key decisions to ensure accountability and enable clear articulation and management of their risk profile.
• Supporting stakeholders in the identification of new risks and the creation of effective preventative and detective controls.
• Providing targeted training and coaching to stakeholders across the Bank on the framework, incident response, and action tracking.

Requirements

• Demonstrated experience operating with the rigor required by the regulators, particularly concerning the timely identification and escalation of incidents impacting prescribed responsibilities.
• Verifiable experience assisting in managing and governing high-severity incidents that necessitate external regulatory notification (e.g., FCA), including managing follow-up questions and final remediation reporting.
• Knowledge of Operational Risk, Conduct Risk, and the Consumer Duty is essential, with proven ability to translate these regulatory requirements into effective incident management processes and control actions.
• An ability to build strong stakeholder relationships and experience in challenging the status quo to drive process.
• Excellent communicator with demonstrable experience in communicating clearly and concisely in high-stress situations to all levels within the business, from technical engineers to the executive team.
• Proven experience in Incident Management for large institutions, with experience in understanding Crisis Management frameworks such as the Gold, Silver & Bronze structure.
• An inquisitive, analytical mind is key, with proven experience assisting in serious/complex incident investigations that require challenging initial assumptions and verifying data for regulatory accuracy.
• A proactive approach to managing workloads and a 'can-do' attitude, along with the ability to use initiative, taking ownership and seeing things through.
• Foundational understanding of the technologies relevant to a cloud-based banking platform (e.g., microservices, public cloud environments) and knowledge of risks associated with API change management, CI/CD pipelines, and data platform health.
• Proficiency in data and analysis tools (including Google Sheets functions) for compiling Management Information (MI), conducting data-driven incident analysis, and verifying incident impact.
• Proven experience working with GRC (Governance, Risk, and Compliance) or Audit/Action Tracking tooling for formal tracking of corrective actions, control remediation, and evidence collection.
• Hands-on experience utilising and configuring Incident Management platforms (e.g., incident.io, Opsgenie) and their integration with communication and monitoring tools (e.g., Slack, Datadog).
• Working knowledge of the Payments landscape (e.g., Faster Payments, BACS, SEPA) and associated concepts, including the transaction lifecycle, settlement, and reconciliation.
• Exposure to working within a dedicated First or Second Line of Defence (1LoD/2LoD) Risk function or acting as a risk champion within a core business line.

Benefits

• Company-enhanced salary sacrifice pension scheme (7% employer contribution)
• Private Medical Insurance with Vitality including mental health support and cancer care. Partner benefits include discounts with Waitrose, Mr&Mrs Smith and Peloton.
• 25 days holiday (plus take your public holiday allowance whenever works best for you)
• An extra day’s holiday for your birthday
• Life Insurance at 4x your salary.
• 16 hours of paid volunteering time a year.
• Ability to buy or sell annual leave.
• Generous family-friendly policies.
• Annual leave is increased with length of service, and you can choose to buy or sell up to five extra days off
• Incentivised refer a friend scheme
• Perkbox membership giving access to retail discounts, a wellness platform for physical and mental health, and weekly free and boosted perks
• Access to initiatives like Cycle to Work, Salary Sacrificed Gym partnerships and Electric Vehicle (EV) leasing