About Chetwood Bank: We’ve been challenging the way financial services firms should operate ever since our launch back in 2016. From day one, we’ve been focused on helping customers underserved by the mainstream banks, creating highly targeted products to meet their specific needs. Today, we focus on mortgage and savings products. We understand real people and their real lives, and our simple, clear approach is designed to help customers make sense of their money. We work hard to make sure customers get the quick and helpful support they need in the moments that matter, when they matter. We’re a secure, stable, and well-funded bank backed by a large investor. We generate funding using retail deposits through our savings brand, SmartSave. Role Purpose: The role is a key part of the Service Delivery function and is the face of IT for the bank. It plays a key role in the department's purpose of “Providing value enhancement through creating a seamless user experience by protecting, maintaining, and improving the stability of Chetwood services.” It is responsible for all incident and problem management within the bank and therefore has sole responsibility for the resolution of service, service monitoring, request fulfilment, and event management. Together with conducting releases and IT application support activities. Key Responsibilities: Input to and drive the continuous improvement of services for the Bank; ensuring the IT provision continues to mature and remains cost efficient. Escalate incidents and problems to internal and external stakeholders as appropriate. Conduct root cause analysis and preventive management to ensure repeat occasions are avoided. Conduct and participate in post incident reviews and carry out related actions. Respond, within SLAs, to service requests, incidents, and events raised via multiple channels (e.g. ticket management system, alerts, direct message, monitoring, logs,. Dashboards) Lead escalation of IT Incidents as required with appropriate stakeholders. Responsible for the resolution of priority and major incidents, including managing internal / external suppliers, partners and management of stakeholders. Review and approve changes to ensure production is always protected. Set up and maintain hardware for users, desks, and at our various premises. Install, configure, and maintain the company’s hardware and services (e.g. Laptops, Printers, Network devices, and remote access connections) Maintain and update asset holdings within relevant configuration databases and listings. Join the out of hours support rota as required. Ensure compliance with Chetwood processes, procedures and policies. User account management across all applications and infrastructure. Produce accurate KPIs, MI, event timelines / logs, and robust logging of actions on tickets. Participate in and contribute to Continuous Service Improvement via identifying opportunities and making improvements. Ensure timely communication is carried in relation to service events, especially major incidents, and keep stakeholders and tickets updated. Carry out releases as required to the company process. Proactively monitor logs and dashboards to identify service impacting events and minimise impact through timely resolution. Ensure appropriate feedback and actions raised for changes required linked to Major Incidents and ensure the processes to these remain fit for purpose (e.g., Change and release management). Determine and evaluate appropriate recovery actions, action owners, appropriate timelines for recovery actions, suggest workarounds, and escalation approaches. Drive incident management activities and processes and ensure efficient logging, progression, and resolution within agreed timeframes. Desirable Skills & Experience: Demonstrable experience in 1st Line, Service Desk, or Sys Admin. Excellent IT software/hardware troubleshooting and diagnostic skills. Good understanding of Windows and Mac OS A good understanding of Windows CMD or PowerShell A good understanding of Server Manager & Configuration Demonstrable knowledge Network implementation and maintenance Understanding of good email security practices (dkim dmarc and spf) Demonstrable experience in Firewalls Experience with one, or more, Service Management tools (e.g., Jira or Service Now) Incident and problem management experience and demonstrable skills in this area. Strong troubleshooting and fault-finding skills. Understanding of IT Security and compliance Practical experience in problem management Knowledge of risk management Ability to plan and prioritise workload. Strong cloud collaboration skills and experience Trending incidents and problem themes Ability to understand technical disciplines (Networks, Applications, Servers) ITIL certification or demonstrable experience working in an ITIL aligned environment. Good overall security practices Asset Management (e.g. Jumpcloud, Jira Assets) A good understanding of a key technology (e.g. VoIP, Cloud Telephony, VPN, etc.) A good understanding of Mac/Linux terminal Understanding of end point protection agents (Sophos) and being able to leverage them to increase security controls Strong understanding of M365 administration e.g email blocking, email troubleshooting, domain handling, security, etc Excellent communication skills. Chetwood Benefits: Competitive salary 25 days holiday PLUS your BIRTHDAY off Pension contribution with Royal London Life Assurance Private medical, dental and optical health insurance with Axa Hybrid working – Fleet or Central London Free breakfast available Data Protection We anticipate that we will retain your data as part of the recruitment process for no longer than is necessary for the purpose for which it was collected unless we have sought your consent to keep your data for future suitable job vacancies. Chetwood Financial Ltd does not accept speculative or unsolicited CVs from Recruitment Agencies. Any unsolicited CVs received will be treated as the property of Chetwood Bank and Terms & Conditions associated with the use of such CVs will be considered null and void. The personal information we have collected from you will be shared with Cifas who will use it to prevent fraud, other unlawful or dishonest conduct, malpractice, and other seriously improper conduct. If any of these are detected you could be refused certain services or employment. Your personal information will also be used to verify your identity. Further details of how your information will be used by us and Cifas, and your data protection rights, can be found by [https://www.cifas.org.uk/fpn].