Incident Co-Ordinator

Who we are

United by a sense of purpose towards our customers – to be a trusted partner for the long-term – and our universal banking platform in EMEA, SMBC Group has an international growth agenda and award-winning products, meaning we provide exciting opportunities to work on a diverse range of projects and initiatives. We deliver a full suite of corporate finance products and solutions to our customers as well as investment banking and advisory services, and a range of innovative solutions in global capital markets. Read on to find out how you could enhance your skills and gain valuable experience, by joining us to support our clients transition to a sustainable future.

Role Summary

Reporting to the Incident, Crisis and Business Continuity Management Manager, the Incident Coordinator is responsible for supporting and improving the resolution of Incidents and ensuring effective incident communication both internally and externally.

The Incident Coordinator will support the Incident & Crisis Manager carry out post Incident activities and process improvements

Ensure effective regulatory reporting is captured during an Incident, working with SMBC teams to collate and submit regulatory submissions

The Incident Coordinator will on occasion be required to deputise for the Incident & Crisis Manager. The Incident Coordinator must be well rehearsed in incident response and comfortable communicating to all management levels

Position Description

Accountabilities & Responsibilities

• Be the escalation path for incidents, directing and coordinating the process including resolver teams both internally and externally when deputising for the Incident Manager.
• Ensuring effective communication escalation to defined processes, working with SMBC Marketing and Comms team where needed
• Ensure effective regulatory reporting is captured during an Incident, working with SMBC teams to collate and submit regulatory submissions.
• Assess Incident complexity and decide to apply the Crisis Management process if trigger thresholds are met
• Responsible for maintaining the virtual meeting/chat room membership in accordance with organisational changes and responsibilities
• Activate and manage the Incident WAR Room and/or virtual chat rooms
• Ensure systematic process is followed for all Incidents from opening to closure. 
• Support the Incident & Crisis Manager in tracking incident progress to resolution and prepare clear communications for publication to senior management
• Organise Post-Incident Meeting to share / brainstorm on actions and suggestions to avoid similar incidents in the future or shorten resolution time.
• Provide input into the creation of the organisational Post-Mortem of the Incident
• Identify and escalate all process gaps to the Incident Manager. 
• Support the write up of the Incident Reports, collecting inputs from all parties and ensuring high quality of the final document 
• Support the Incident Manager in the creation of periodic and on-demand incident reports for senior management.
• Maintaining the KPIs/KRI’s for senior management on key inputs linked to Incidents content and trends 

Knowledge, Skills, Experience & Qualifications

Essential

• Strong understanding of DORA regulations and thresholds
• Clear Verbal and writing Communication skills at multiple levels (English) in an international context and should be able to follow organisational process 
• Previous experience as Incident Coordinator
• Willing to work an on-call
• Ability to do efficient multitasking
• Reactivity and ability to solve problems by using different methods 
• Ability to work simultaneously with different profiles (technical/functional, medium/top management, etc.) 
• Ability to remain calm under pressure
• Embracing a mindset of continuous improvement, looking for ways to enhance incident response processes

Desirable

• Experience with ServiceNow
• Experience with Operations Resilience methodology
• Experience in managing disruptive events (significant, multi-site incidents would be a strong plus).
• Prior Incident Management experience at a large organization

Competencies

What we offer

For all the expertise and experience you bring to help us make a difference, it’s only sustainable if we support you to build your career and be your best self so we offer competitive company benefits, centred around promoting positive well-bring and work-life balance. We also believe in fostering a diverse and inclusive work environment, where all team members perspectives and contributions are valued. Initiatives in place which promote a diverse and inclusive culture and healthy work life balance include hybrid working, Sport & Social Clubs and Diversity and Inclusion networks.

As an employee of SMBC you have access to a host of both useful and exciting benefit offerings. See below some of the benefits on offer to you:

• Hybrid and flexible working 
• Competitive paid leave days
• Benefits to support your physical wellbeing, including private medical insurance and life and invalidity insurance 
• Various policies to support your mental wellbeing, including a robust behavioural health network with counselling and coaching services  
• Access a wide range of learning and development opportunities and career progression opportunities 
• Ambitious remuneration package

So, if you like a challenge and want to continuously grow and develop in a role where you will be supported along the way by a dynamic and diverse team, apply today!!