3 Call / Contact Centres jobs in Humbie, East Lothian

Join us as an Incident Analyst - NatWest Boxed

• You’ll be working collaboratively with business and wider Technology teams to provide first class support during and after incidents
• We’ll look to you to make sure that the impact of any incident is managed and communicated in a way which reduces any impact on our customers and the business
• Join a supportive and cooperative environment, where we take a real interest in your professional development

What you'll do

As an Incident Analyst, you’ll act as part of a team responsible for incident management across the business, promoting best practices and seeking to continually improve processes. With your support, your business area will receive a fit for purpose incident management service, which adheres to our policy standards and guidelines. Additionally, you’ll be building relationships outside of your business area, with internal partners and external suppliers, in order to resolve issues and incidents, support and influence outcomes and to meet business and customer needs.

You’ll also be:

• Facilitating incidents by providing support for domain leaders, ensuring timely resolution of incidents, minimising impact on services,
• Maintaining accurate records and ensuring timely and effective communication of status to clients and stakeholders
• Facilitating the post incident review process including identification of root causes of incidents and implementation of solutions, ensuring continuous improvement
• Supporting analysis of incident data by ensuring accurate records are gathered, reviewed and maintained
• Providing insight and input on how to improve any incident management processes via automation
• Handling high-pressure, time-critical situations in a calm, measured and constructive way, thinking critically to assess impact and communicating status to various stakeholders

The skills you'll need

We’re looking for someone with experience handling all types of incidents, including major incidents and be part of a shared 24/7 on-call rota.

Additionally, you’ll need:

• Proven experience in a similar role within a technology organisation
• Excellent communication and stakeholder management skills and experience dealing with clients, regulators, third-party vendors, and payment schemes
• Strong analytical and problem-solving skills and ability to handle high-pressure situations and make critical decisions
• Experience of technology monitoring observability tooling, automating tasks to improve performance and working in a regulated environment would be highly beneficial