Service Recovery Manager Job In Barclays In Pune

Job title :Service Recovery Manager Location: PuneAbout Barclays Barclays is a British universal bank We are diversified by business, by different types of customers and clients, and by geography Our businesses include consumer banking and payments operations around the world, as well as a top-tier, full service, global corporate and investment bank, all of which are supported by our service company which provides technology, operations and functional services across the GroupRisk and Control Objective Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Barclays Policies and Policy Standards Working Flexibly We're committed to providing a supportive and inclusive culture and environment for you to work in.

This environment recognises and supports ways to balance your personal needs, alongside the professional needs of our business Providing the opportunity for all our employees, globally to work flexibly empowers each of us to work in a way that suits our lives as well as enabling us to better service our customers' and clients' needs Whether you have family commitments or you're a carer, or whether you need study time or wish to pursue personal interests, our approach to working flexibly is designed to help you balance your life If you would like some flexibility, then please discuss this with the hiring manager, and your request will be reviewed subject to business needs BUK & BX - All locationsWe are currently in the early stages of implementing a hybrid working environment, which means that many colleagues spend part of their working hours at home and part in the office, depending on the nature of the role they are in.

We're flexible on how this works and it may continue to change and evolve Depending on your team, typically this means that colleagues spend a minimum of between 20% to 60% of their time in the office, which could be over a week, a month or a quarter However, some colleagues may choose to spend more time in the office over a typical period than their role type requires We also have a flexible working process where, subject to business needs, all colleagues globally are able to request work patterns to reflect their personal circumstances These requests will be reviewed and agreed for a period of time ie.

, will have a start and end date Please discuss the detail of the working pattern options for the role with the hiring manager Introduction: The goal of the Global Technology Command Centre is to ensure service stability to our customers and partners through governance and control of our production services with group wide collaboration and pro-activeness Providing consistent rapid response to issues impacting our customers through world class Service Recovery Management and ensuring lessons are learnt to continuously improve service availabilityThe Service Recovery Manager (SRM) performs ITIL aligned Major Incident Management for Barclays Bank plc and will provide Service Recovery functions to Run the Bank and Technical Support teams with the goal of preventing or mitigating service impact to our Customers, Clients and Colleagues.

The SRM is specifically accountable for oversight and control of all Major Incidents and the provision of a full end-to-end Major Incident Service Offering This includes management of Major Incident Handling (MIH) channels and conference calls, facilitating service recovery, gathering required support teams, handling escalations, issuing communications and preparing executive communications Following service restoration, the SRM function switches to its proactive element with a goal of identifying and capture preventative actions via a full understanding of resolution and root cause SRM is also responsible for the building and maintaining of stakeholder relationships with all key incident management partners from across the Barclays organisation such as Run the Bank leads, Business Incident Managers (BIMs), Technology Offices, Application Support functions and Global Technology Infrastructure Services teams What will you be doing Service Recovery Manger - Key Responsibilities - General .

Focal point for all Incident escalations, through management of Hotlines, Notify Chat Channels, Team Mailbox and in-person escalations (ALL) Ensure escalations are dealt with via the MIH process or an accountable owner is assigned to progress via Standard Incident Management (ALL) Act as custodians of service (Gatekeeper function), taking ownership of un-owned issues, thus maximising potential to prevent MIH escalation.

(AVP Only) Service Improvement Planning - Continuously looking to enhance the MIM service offering Identifies and drives initiatives through to completion documenting and presenting benefits to Command Centre Management (AVP Only) Demonstrate close alignment to Barclays Values at all times throughout performance of all responsibilities.

(ALL) Training / up-skilling of colleagues - Identify skills gaps and opportunities to strengthen the capabilities of the global team Drives training and coaching to mitigate gaps (AVP & BA4 Only) Provide executive level reporting (ALL) .

Support Planned Works/Major Events such as DR Tests, and formal Major Event invocation (ALL)Service Recovery Manager - Key Responsibilities - Crisis, Major and Potential Major Incidents Is accountable for the management of Crisis Level MIH Adheres to the Crisis process at all times throughout the lifecycle (AVP Only) Is accountable for the management of all Severity 1 and 2 MIH.

Adhering to all MIH related processes at all times (AVP Only) Is accountable for the management of all PMI and Sev 3 MIH Adhering to all MIH related processes at all times (BA4 Only) .

Is accountable for the management of all Sev 3 MIH Adhering to all MIH related processes at all times (BA3) Will actively manage Severity 1 and below MIH Ensures all participating resources are adhering to all appropriate processes (AVP & BA4 Only) .

Will actively manage Severity 2 and below MIH Ensures all participating resources are adhering to all appropriate processes (All) Validates MIH criteria and drives decision on impacted service, severity and accountable area with support from Service Owner and Technical Support teams (ALL) Ensures that all documented MIH processes and work instructions are adhered to throughout the entire lifecycle of the MIH, escalating any deviations with respective Duty Manager (ALL) .

Engagement and escalation to the relevant RTB, BIM and Tech leads as appropriate, ensuring correct level of focus and MIH level is set In line with the MIH Escalation Matrix (ALL) The Service Recovery Manager will facilitate and drive the recovery of the incident until service is restored (ALL) .

Act as the single point of control & coordination for all major incident recovery activities (ALL) Act as the primary interface for key stakeholders to the Major Incident Management process (ALL) Issue concise and accurate communications detailing the status of the MIH recovery to stakeholders within defined timescales via appropriate channels.

(ALL) Control information flow between the recovery teams, service owners, business representatives and executive stakeholders (ALL) Following service restoration, continue to drive progression of root cause investigations and identify all feasible preventative measures, to be documented and communicated (ALL) .

Document a Rapid Recovery Plan for use in a recurrence of the incident (ALL) Initiate a review of alerting and monitoring capabilities and recommend improvements to reduce likelihood of major incident recurrence (ALL) Ensure Service Now is continually updated so that dependent feeds (MIMZone, Reporting etc.

) are in line with current situation (ALL)Service Recovery Manager - Key Responsibilities - Sev 3 (Non-PMI) Accountable for the oversight of all Sev 3 NON-PMI MIH (ALL) Ensure the Incident Owner has a clear plan to resolve the incident and provide support as appropriate.

(ALL) Manage Sev 3 Non-PMI MIH if deemed as appropriate by Command Centre Leadership (ALL)Service Recovery Manager - Key Responsibilities - Standard Incident Adhere to Incident Management governance framework .

Incident Management analysis & trending What we're looking for: Significant Major Incident Experience ITIL Qualified in IT Service Management Ability to be calm under pressure Excellent leadership and communication skills Skills that will help you in the role : .

Good understanding of technology Problem solving / analytical mind An eye for detail A Service Recovery Manager must ensure processes and policies are being adhered to and standards are being metWhere will you be working PuneBe More at Barclays At Barclays, each day is about being more - as a professional, and as a person 'Be More @ Barclays' represents our core promise to all current and future employees.

It's the characteristic that we want to be associated with as an employer, and at the heart of every employee experience We empower our colleagues to Be More Globally Connected, working on international projects that improve the way millions of customers handle their finances Be More Inspired by working alongside the most talented people in the industry, and delivering imaginative new solutions that are redefining the future of finance Be More Impactful by having the opportunity to work on cutting-edge projects, and Be More Valued for who you are Interested and want to know more about Barclays Visit home.

barclays/who-we-are/ for more details Purpose, Values and Mindset We deploy finance responsibly to support people and businesses, acting with empathy and integrity, championing innovation and sustainability, for the common good and the long term Our values underpin everything we do: Respect, Integrity, Service, Excellence and Stewardship Respect We harness the power of diversity and inclusion in our business, trust those we work with, and value everyone's contribution Integrity We operate with honesty, transparency and fairness in all we do.

Service We act with empathy and humility, putting the people and businesses we serve at the centre of what we do Excellence We champion innovation, and use our energy, expertise and resources to make a positive difference Stewardship We prize sustainability, and are passionate about leaving things better than we found them Our Mindset shapes how we take action, living by our Values, driven by our Purpose, always with our customers and clients at the heart of what we do our Mindset is to Empower, Challenge and Drive Empower Trust and support each other to deliver.

Make decisions with those closest to the topic Include diverse perspectives Celebrate success and learn from failure Challenge Question whether things can be done better Use insights based on data to inform decisions.

Be curious about how we can adapt and improve Speak up and be open to alternative viewpoints Drive Focus on outcomes Deliver with pace Be passionate and ambitious about what we do.

Take personal responsibility Actively build collaborative relationships to get things done#Change Delivery and Service Management

Barclays is looking for .

Barclays is looking for Any Graduate / Post Graduate profile candidates.