Incident Manager


London, GB
  • Job Type: Full-Time
  • Function: IT
  • Industry: Open Finance
  • Post Date: 10/12/2021
  • Website:
  • Company Address: 461 Bush Street, San Francisco, CA, 94108

About Zopa

We give our customers a fair deal as standard and our products are built so that we win when you win. We have handy tools to get stuff done and helpful people always at the end of a phone – meaning managing your money is no sweat. We’re built for the future and evolve as quickly as possible, we’ll always listen to what you want, and do our best to change to meet your needs.

We’ve built a bank. But we’re a FeelGood money company at heart.

Job Description

Our Story
Hello there. We’re Zopa.
Our diverse team is united in their mission of creating simple, fair and honest financial products that have the customer’s needs at their heart. We’re proud that this dedication is reflected in our excellent rating on TrustPilot.
We’ve always been unapologetically honest with our customers, and value the same in return. Their feedback helps us shape what we build, so we can provide a bank fit for today, and for the future.
We’re not the new kids on the block though - we’ve been a pioneering force in finance for 16 years. In 2005, we built the first ever peer-to-peer (P2P) lending company, giving our customers access to loans built for real-life and intelligent investments backed by cutting-edge tech. In 2020, we launched Zopa Bank, meaning we could offer more – like fixed term savings backed by FSCS protection and a credit card to help customers take control of their finances.
Today, our bank and our P2P business run alongside each other, with the same ethos and the same mission. We’ve lent out over £6 billion and are proud to have made money work better for over half a million people across the UK, whether they were looking to borrow, save or invest.
If you embrace being challenged beyond the norm, aren’t afraid to think differently and are motivated by working somewhere you can really make an impact, you’ll love life here at Zopa.­

Incident Managers at Zopa are the custodians of customer experience, empowered to drive improvements to software, infrastructure or processes.
As an Incident Manager at Zopa, you will be responsible for driving the speedy restoration of IT services experiencing outage, performance or stability issues. You will ensure downtime is minimised whilst communicating clearly and succinctly status updates on a regular basis to stakeholders. Following recovery, Incident Management will lead the post incident review process to determine root cause and preventative actions. Working closely with our internal stakeholders and business units.
A day in the life:

        End to end responsibility for the management, communication, escalation, investigation and resolution of incidents, ensuring Business / Customer updates are timely and of sufficient quality, arranging discussions and updates as required.
        Acting as Incident escalation focal point, identifying and resolving conflict and bottlenecks.
        Document post incident review steps in order to establish Root Cause, aid in Process improvements, identify deviations and to enable creation of a Knowledge Base.
        Driving, developing and managing the major incident process and associated procedures / tool.
        Assist in major incident/ problem metrics reporting. Providing consolidated production incident metrics along with resolution rates.
        Be an Evangelist for the Incident Management Process.
        Coverage between the hours of 08:00 to 17:30 weekdays, plus out of hours via on-call, providing 24/7 support.

About you:

        3+ years of experience as an Incident Manager in a Cloud or SaaS environment.
        Excellent communication skills, written and verbal.
        Keep a cool head under pressure.
        Excellent interpersonal, influencing skills, interacting appropriately with technical and business resources, driven but courteous.
        Demonstrable experience in an Incident and Problem Management Role within IT.
        Understanding of Enterprise Architecture, on-prem, data centre and cloud IT environments.
        Strong analytical/fault finding/diagnostics/trouble-shooting skills.
        Methodical approach to problem solving and attention to detail.
        Flexible and ‘can-do’ attitude.
        Effective time management skills: with the ability to work on multiple tasks simultaneously, prioritizing tasks, shifting priorities, fluctuating workloads.

Nice to have:

        ITIL Knowledge and or Certified.
        Strong technical competencies resulting from previous working experience at expert level within an IT operational or support environment.
        Experience of Amazon Web Services
        Virtualisation, containers, Kubernetes knowledge


Flexible working? Yes please!

We’re currently piloting a new flexible working scheme. This means that whether you want to come into our open-plan, riverside London Bridge office or work from the comfort of your own home (or both!), you’ll be able to decide on an approach with your manager, looking at what works best for you, your role and your team.

Not only that – the new model also includes the option of working from abroad for up to 90 days a year!* But no matter where you are, we’ll make sure you’ve got everything you need to thrive, both in your work and home life, from day one.

*Subject to having the right to work in the country of choice

To thrive here, you’ll need to:
Champion our customers. Whatever your role, you’ll be close to our customers. We care passionately about doing the best for them.
Help us make fearless choices. Our environment is fast-paced, agile and open. You’ll solve interesting and challenging problems, and be trusted and empowered to bring your ideas to life.
Walk the talk. Like us, you’ll be honest, stick to your promises and face the tough moments head-on.
Win smarter. You’ll be always on the lookout for a better way of doing things, going beyond ‘good enough’ and welcoming different points of view.
Be in it together. You’ll join an ambitious, diverse and all-round approachable team with a mix of ideas and talents who inspire each other to be better every day.

Zopa is proud to offer a workplace free from discrimination. Diversity of experience, perspectives, and backgrounds leads to great products and unique company culture. We simply can’t expect to empower our customers to better manage their money without challenging the current status quo. Creating the best place for money is no easy task, which is why we need talent from all walks of life.

Stay in touch with Balderton

Sign up for our newsletter to stay up to date on news from Balderton, and our portfolio.

We use cookies to customize your user experience. Click “Agree” if you agree with our Policy.