Service Recovery Manager

Embark on a transformative journey as a Service Recovery Manager. At Barclays, our vision is clear - to redefine the future of banking and help craft innovative solutions. In this role, you will support the management of major incidents while learning how to simplify processes and contribute to eliminating root causes. You will work alongside experienced colleagues, gaining exposure to recovery strategies and best practices. By assisting in continuous improvement this will help strengthen systems and processes, while developing the skills needed to anticipate challenges and contribute to seamless customer experiences. This role offers the opportunity to build your expertise, collaborate across teams, and grow into a trusted member of the technology organization.

To be successful as a Service Recovery Manager, you should have experience with:

• Awareness of ITIL Service Operations disciplines such as event, incident, problem, change, and continuous service improvement

• Familiarity of Service Management tools, like ServiceNow and incident to problem workflows, SoW experience is a plus

• Communication skills with the ability to engage senior stakeholders and manage complex situations

• Major Incident Management, from escalation through to resolution

• Monitoring/observability tools, like AppDynamics, Observe, and ThousandEyes

Other highly valued skills include:

• A desire to leverage new technology to improve processes and enhance service availability

• Interest in using new technology, automation, and AI to improve processes and availability

• ITIL v4 qualified or practical application experience

• Ability to work independently or within a global team

You may be assessed on the key critical skills relevant for success in this role, such as risk and controls, change and transformation, business acumen, strategic thinking, digital and technology, as well as job-specific technical skills.

This role is located in Whippany, NJ office.

Minimum Salary: $80,000

Maximum Salary: $120,000

The minimum and maximum salary/rate information above include only base salary or base hourly rate. It does not include any other type of compensation or benefits that may be available.

Barclays employees are eligible for a suite of competitive and generous employee benefits, including medical, dental and vision coverage, 401(k), life insurance, and other paid leave for qualifying circumstances.

This position is eligible for an incentive award.

Purpose of the role

To mitigate the impact of unexpected incidents by identifying, responding and resolving disruptions that threaten the banks IT services, operations and technological infrastructure through effective decision making and successful resource delegation. 

Accountabilities

• Development, implementation and management of major incident management programmes.
• Execution of responses to reported incidents from various channels including email, phone and monitoring systems, prioritised by its potential impact to the bank's IT systems, and provide regular status updates to affected stakeholders.
• Analysis of logs, system data and user reports to identify the root cause of incidents and determine the necessary course of action to resolve or follow escalation protocols to escalate incidents to the relevant team or individual for assistance.
• Execution of regular tests and simulations to test response procedures in the event of an incident.
• Documentation and analysis of past incident details, the steps to resolution and lessons learnt from each case to support the identification of recurring issues in the future, implement preventive measures to minimize future occurrence and to build a comprehensive knowledge bases of known issues.

Analyst Expectations

• To perform prescribed activities in a timely manner and to a high standard consistently driving continuous improvement.
• Requires in-depth technical knowledge and experience in their assigned area of expertise
• Thorough understanding of the underlying principles and concepts within the area of expertise
• They lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources.
• If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviours are: L – Listen and be authentic, E – Energise and inspire, A – Align across the enterprise, D – Develop others.
• OR for an individual contributor, they develop technical expertise in work area, acting as an advisor where appropriate.
• Will have an impact on the work of related teams within the area.
• Partner with other functions and business areas.
• Takes responsibility for end results of a team’s operational processing and activities.
• Escalate breaches of policies / procedure appropriately.
• Take responsibility for embedding new policies/ procedures adopted due to risk mitigation.
• Advise and influence decision making within own area of expertise.
• Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to. Deliver your work and areas of responsibility in line with relevant rules, regulation and codes of conduct.
• Maintain and continually build an understanding of how own sub-function integrates with function, alongside knowledge of the organisations products, services and processes within the function.
• Demonstrate understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function.
• Make evaluative judgements based on the analysis of factual information, paying attention to detail.
• Resolve problems by identifying and selecting solutions through the application of acquired technical experience and will be guided by precedents.
• Guide and persuade team members and communicate complex / sensitive information.
• Act as contact point for stakeholders outside of the immediate function, while building a network of contacts outside team and external to the organisation.

All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship – our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge and Drive – the operating manual for how we behave.