• Work in a 4 on/4 off rota to cover the 24 x 7 period including weekend, bank holiday and national holidays days
• Monitor for any exceptional or ‘out of order’ situations or events, so as to engage as early as possible
• Identify any potential interruptions to service, managing technology incidents as soon as they arise
• Follow the Major Incident and Crisis Management processes closely
• Escalate to the appointed on-call Major Incident/Crisis Manager as required
• Communicate and escalate effectively and consistently in line with documented processes
• Ensure all technical, business and management engagements are managed to the required service level
• Provide a high standard, consistent response throughout any service period, to medium and high impact incidents
• Provide a conduit between FIL and FIMT command centres for common high impact incidents
• Cover business hours starting in Asia Pacific and finishing at close of US markets engaging with the relevant incident management and service management staff as required


• Cover out of business hours when the majority of infrastructure, application and service changes are scheduled
• Be expected to familiarise themselves with all business areas, understanding service levels, customer and technical contacts
• Maintain a view of all changes scheduled for their shift cover periods and counterpart communicators and contributors in all service areas
• Participation in Systems releases and DR planning and testing
• Holiday and sickness cover 
• Deputising for functional manager, etc., when required
• Coordination of testing, training and take-on of new tasks and services
• Understanding the FIL service management processes – Problem Management and Change Management
• Understands risk events and escalates the risk to their senior management team in a timely fashion.

Key Responsibilities

The Operational Duty Manager should have a high standard of team work, communication and ownership skills. The successful candidate would have worked in a similar role preferably at a Financial Services company. They should have experience of working and organising shift workloads, reporting to key service organisation stakeholders and managing the service delivered by the Incident or Crisis Management processes in an unsupervised manner. 

The Operational Duty Manager should understand the strategic requirements of the service provided. 

• Ability to establish appropriate levels of incident management (all levels: impact 1 – 4 including crises)
• Ability to establish & manage dependencies & associated risks
• A good grasp of quality processes
• Technical processing capability or aptitude
• Early identification of problems and a proactive approach to resolution
• An analytical mind and systematic approach to both planned and unplanned problem solving.
• Customer liaison or service delivery skills
• Experience in a role where escalation and communication of major incidents was a key responsibility
• A demonstrable understanding of how systems interact and may impact operations or service