Incident Control Desk Specialist - London, United Kingdom - Lloyds Banking Group

Lloyds Banking Group
Lloyds Banking Group
Verified Company
London, United Kingdom

4 weeks ago

Tom O´Connor

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Tom O´Connor

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Description
End Date

Thursday 19 January 2023

Salary Range

£30,132 - £33,480

Agile Working Options

Unable to Offer Agile Options

Job Description Summary


This is an exciting opportunity to join the Major Incident Management Team who are responsible for Leading the Response to Major Incidents to restore service as quickly and safely as possible, minimising impact to Customer and Colleagues.


We do this by managing and assisting the provision of Technology Services within Incident Management on all LBGs systems and services, meeting the needs of the wider group and enabling LBG to be the best bank for customers.

Our vision is to ensure that IT services are available for our customers whenever required


We do this by:

  • Drawing on our collective strengths
  • Empowering, developing and supporting other people
  • Working collaboratively with colleagues across IT and our Business
  • Being experts in our field

Job Description:


The role is within the Incident Control Desk who are primarily responsible for the validating, recording and escalation of service impacting incidents.

Our aim is to ensure the ITIL process of reporting and resolution of incidents is efficient, aiding in delivering a high quality of service to our Customer Base.

To be clear and timely on information and escalation, in turn understanding what the Business Impact is to our various business units and customers in the event of problems.

We are passionate about keeping the customer at the heart of everything we do and in this we develop and maintain effective working relationships with colleagues throughout the Bank and with other Service and Product Suppliers as required.

In addition to this the ICD provide a 'watchdog/policing' capability over the wider Incident Management Function, ensuring they comply with Sarbarnes Oxley Legislation, conducting various control checks and frequent audits, also represent Incident Management on all project engagements with the emphasis on understanding any risks that could have potential impact on service going into live.


  • Requires Good Knowledge of Key Services
  • Excellent Communication Skills both written and oral
  • Good Team Player as well as able to work individually in pressurised situations
  • Good Knowledge of key ITIL processes required
  • Incident, Problem and Change
  • Excellent Excel Skills
  • Experience in the use of ServiceNow essential
  • Experience of Office 365 SharePoint essential
  • Good Planning and Organisational Skills
  • Ability to adapt to changes in a positive and timely manner
  • Good understanding of SOX Compliance and Controls
  • Experience of the SI Process to work with/in liaison with Team Manager to support Project deliverables into Major Incident Management
  • Experience of Incident Controller duties to provide cover for Major Incident Management

Additional Information:
Hours to be within a Team Working pattern covering 07:00-17:00 Mon-Fri

Culture and inclusion


We pride ourselves on creating a great environment for colleagues to work in, one which is inclusive and driven by our values.

This is critical to our business success as we know that colleagues who can show up to work as themselves are those that bring their best.

We are an inclusive and open organisation with a scale that creates a vast range of roles and opportunities.

We offer a wealth of options for continual personal growth in an organisation that embraces diversity of talent, creativity, skills and thinking amongst our teams.


Agile working is also important so our colleagues can work in the most effective way whilst ensuring they have a rewarding career coupled with a healthy work/life balance.

It also helps us manage and adapt to the ever changing needs of our business and the fast-paced world around us.


Our continued commitment to helping Britain recover means that as a colleague you can make a difference to customers, businesses and communities.


Together we have a key role to play in shaping the bank of the future, whilst the scale and reach of our Group means you'll continue to have opportunities to learn, grow and develop.

At Lloyds Banking Group, we're driven by a clear purpose; to help Britain prosper. Across the Group, our colleagues are focused on making a difference to customers, businesses and communities.

With us you'll have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means you'll have many opportunities to learn, grow and develop.


We're focused on creating a values-led culture and are committed to building a workforce which reflects the diversity of the customers and communities we serve.

Together we're building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference.

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