Senior Specialist - Incident Management & Insight
Hybrid Working at our iconic office in Morley, Leeds, and virtually via Microsoft Teams
Your new role At NewDay
Reporting directly to the manager for Incident Management & Insight, the role holder delivers effective incident management & insight for NewDay and, as relevant, across the range of interactions with our 3rd parties, suppliers and retail partners.
They help to shape and review policies, processes and methodologies to provide a strong foundation for our approach, which enables both themselves and the rest of the team to operate efficiently and effectively 24x7
They facilitate the provision of reporting in a timely fashion – acting in conjunction with the Manager across the range of reporting stakeholders.
About NewDay
We help people move forward with credit and help our colleagues to move their careers forward too.
We use our highly flexible, scalable, and multi-product digital credit engine to power over 120 million transactions every year. Our brands include Aqua, marbles, fluid and Bip. We partner with leading brands such as John Lewis, AO, Argos and DEKO.
Over 5 million UK customers are supported by our award-winning customer service.
At NewDay, we value all types of diversity. We’re an equal opportunity employer and believe that our differences create a vibrant, authentic working culture. We want all our colleagues to feel able to bring their whole selves to work. We don’t discriminate on the basis of age, physical or mental disability, gender reassignment, marriage and civil partnership, pregnancy and carer status, race (including colour, nationality, and ethnic or national origin), religion or belief, sex and sexual orientation. We make sure that every job is crafted to be inclusive and that people with disabilities or caring responsibilities can take part in the application and interview process. Tell us if you need accommodations: we’ll put reasonable adjustments in place to support you.
Our dynamic NewDay culture
We’re focused on what will drive impact in helping people move forward with credit. Our distinctive culture is geared to spark innovation and team working – with lots of open doors for development. Our customers can rely on us because we aim high, support each other, do the right thing and build for the future.
We invest in our colleagues. On top of a strong market competitive salary, you get a bonus opportunity that matches the impact (delivery + values) you drive in your role. We also help you retire better with market leading pensions.
At NewDay, #yourwellbeing matters: You get 26 days holiday and can buy up to 5 more after probation. Then you’ll get extra days as you build your career with us.
NewWork, our flexible, hybrid working approach, helps you to manage your work/life balance - and even bolt on work time in other countries before or after your holiday. And when you’re in the office, you get free healthy breakfast, fresh juices, lunch, barista coffee etc
Our tax efficient green car and cycle to work schemes save you money (and help the planet).
Ask your Talent Acquisition Partner to tell you more about any of our perks.
0-12 months you’ll deliver
- Facilitate the management for the most severe incidents by driving multiple stakeholders to meet the strategic intent of the incident while working closely with the appointed Incident Lead (Director or Executive)
- Acting as an escalation point for incidents (ie cover Incident Duty Manager role) and a member of the out-of-hours incident rota and facilitate the management of these in the same fashion.
- Supporting incident specialists with resolution activities for incidents as and when required to do so
- Drive root cause analysis activities and ensure appropriate actions are taken both internally and by third parties to prevent recurrence
- Facilitate the provision of reporting ensuring that outputs offer good insight into what is causing incidents as well as trends in volume, impact, resolution timelines and themes.
What you’ll bring
We need knowledge, experience + expertise in:
- Extensive experience of managing major incidents in a 24x7 365 fast paced environment
- Ability to form working relationships with key stakeholders at all levels – including senior management – tailoring outputs to suit the needs of the audience
- Ability to remain calm under pressure and/or through any demanding challenges that may arise during the live running of an incident
- Experience of working with technology support teams and the ability to confidently question facts to ensure incident impacts and risks are comprehensively identified.
- A strong communicator (written and verbal) with strong analytical and problem solving skills
And would love you to know or learn:
- ITIL qualified
- Reporting, ideally using Microsoft Power BI
- Experience of using SysAid, JIRA, StatusPage, Grafana or other similar service management tools.
Where next
NewDay is on an exciting growth journey and this role will give you the opportunity to work with stakeholders across all pillars of our business.
Let’s talk about this role – contact talent@newday.co.uk
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