Incident & Problem Manager

About Allica Bank

Allica is the UK’s fastest growing company - and the fastest-growing financial technology (Fintech) firm ever. Our purpose is to help established SMEs, one of the last major underserved opportunities in Fintech.

Established SMEs are the backbone of local communities - representing over a third of our economy - yet have been largely neglected both by traditional high street banks and modern fintech providers.

Department Description

The team at Allica plays a critical role in keeping the bank safe, resilient and running at pace. We sit at the heart of the organisation, responding calmly to disruption while continuously strengthening how our services perform for customers. Operating in a fast-growing, regulated environment, we combine robust controls with pragmatic delivery. Our focus is on ownership, learning and outcomes, not just keeping the lights on, but raising the bar every day.

Role Description

We’re looking for an experienced Incident & Problem Manager to lead Allica’s incident and problem management capability. This is a high-impact role responsible for ensuring that incidents are handled calmly, efficiently, and transparently, protecting our customers, colleagues, and the bank. You’ll embed robust processes, strengthen operational resilience, and ensure we remain within impact tolerance for our Important Business Services, continuously improving service reliability. You’ll work closely with other functions within the business, acting as a trust

Principal Accountabilities

• Lead and own the end-to-end incident and problem management process, ensuring incidents are handled swiftly, accurately and collaboratively. Coordinate technical triage during incidents, ensuring the right teams are engaged, evidence is captured, root causes are identified, and incidents are resolved.

• Manage escalations and provide clear, confident communication with stakeholders at all levels during and after incidents.

• Drive continuous improvement and learning from incidents by leading post-incident reviews, ensuring actions are tracked and outcomes shared.

• Partner with squads, service owners, and technology teams to improve service resilience, reliability and stability of services

• Establish and maintain robust incident and resilience reporting.

• Lead incident response during operational resilience scenario testing (“war games”), contributing to operational resilience self-assessments and regulatory artefacts.

• Help improve and automate incident response workflows and tooling.

Personal Attributes & Experience

• Proven experience in incident and problem management, ideally with financial services or regulated industries.

• Ability to lead with clarity, calmness and purpose, especially under pressure.

• Strong analytics mindset with the ability to make sound, data-informed decisions.

• Excellent communicator with the confidence to engage and influence diverse stakeholders.

• Experience improving processes, tooling and reporting to strengthen operational resilience.

• A natural collaborator who works in it together, acts with integrity and drives outcomes with speed and accountability

Working at Allica Bank

At Allica Bank we want to ensure our employees have the right tools and environment in which to succeed in their role and in support of our customers.

Our employees are at the heart of everything we do, so our benefits are designed with you in mind:

• Full onboarding support and continued development opportunities

• Options for flexible working

• Regular social activities

• Pension contributions

• Discretionary bonus scheme

• Private health cover

• Life assurance

• Family friendly policies including enhanced Maternity & Paternity leave

Don’t tick every box?

Don’t worry if you don’t have all the skills or requirements listed on the job description. If you think you’ll be a good fit, we’d still love to hear from you!

Flexible working

We know the ‘9-to-5’ isn’t right for everyone. That’s why Allica Bank is fully committed to flexible and hybrid working. Please let us know what is best for you and, if we can, we will do our best to accommodate.

Diversity

We’re a diverse bunch here at Allica, with all kinds of experiences, backgrounds and lifestyles. Our openness and differences make us stronger, and we want everybody to feel comfortable bringing as much of themselves to work with them as they like.