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Service Stability Analyst

Job ID R75952 Updated date 05/17/2019 Location Nottingham, England
Nottingham Trent House (95002), United Kingdom, Nottingham, Nottinghamshire

At Capital One, we’re building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.                                               

Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.

Service Stability Analyst

Role & Responsibilities

  • Management and co-ordination of technical resource and the provision of communications to the wider organisation for all UK based major and critical Incidents on a 24*7*365 basis

  • The post-incident reporting of major and critical resolution information and establishing appropriate actions to identify root cause and prevent recurrence, including the completion of Post Incident Review documentation

  • Co-ordination and leadership of virtual and remote working support teams

  • Ensure that an accurate view of downtime is provided to Service Level Management

  • Monitoring the overall execution and health of Incident Management and Problem Management activities, including chairing a daily Service meeting and compiling Incident and Problem based reporting

  • Involvement in Service Improvement Plans, including analysis and trending of service outages for impacted services

  • Support of Risk Management Events through ownership of Technology caused issues, utilising our standard Incident and Problem processes to provide root cause and mitigation/prevention details

Skills & Experience

  • ITIL Foundation qualification

  • Recent experience of performing Incident Management or Problem Management roles within the Financial Services sector

  • Can demonstrate ability in problem-solving techniques (Kepner Tregoe, 5 Whys, Ishikawa)

  • Ability to communicate openly and effectively in both written and verbal form, confident meeting with internal and external Senior stakeholders

  • Demonstrates a good balance between the need to restore service and the need to identify root cause of service impacting issues

  • Basic understanding of Infrastructure and Application technologies

  • Highly organised with an ability to remain focused and flexible when managing multiple initiatives throughout the Service Stability organisation

What's in it for you:

  • We offer high performers strong and diverse career progression, investing heavily in developing great people through our Capital One University training programmes (and appropriate external providers)

  • Immediate access to our core benefits including pension scheme, bonus, generous holiday entitlement and private medical insurance – with flexible benefits available including season-ticket loans, cycle to work scheme and enhanced parental leave

  • Open-plan workspaces and facilities designed to inspire and support you. Our Nottingham head-office has a fully-serviced gym, subsidised restaurant, mindfulness and music rooms. In London, you can heighten your mood with a run on our rooftop running track or an espresso at the Workshop Coffee café

  • Find out more through our UK careers site (http://www.capitalonecareers.co.uk/) or by exploring the @IAmCapitalOne Twitter tag.

Capital One is committed to diversity in the workplace. 

Capital One is committed to diversity in the workplace.

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For technical support or questions about Capital One's recruiting process, please send an email to Careers@capitalone.com

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Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).