Barclays Investment Bank · 1 month ago
Service Recovery Manager
Building 400-115 South Jefferson Rd Campus, Whippany
Full-time
Onsite
Mid, Senior Level
$80K/yr - $120K/yrBarclays Investment Bank is focused on redefining the future of banking and crafting innovative solutions. In this role, the Service Recovery Manager will support the management of major incidents, simplify processes, and contribute to eliminating root causes while collaborating across teams to enhance customer experiences.
BankingFinancial Services
Responsibilities
Development, implementation and management of major incident management programmes
Execution of responses to reported incidents from various channels including email, phone and monitoring systems, prioritised by its potential impact to the bank's IT systems, and provide regular status updates to affected stakeholders
Analysis of logs, system data and user reports to identify the root cause of incidents and determine the necessary course of action to resolve or follow escalation protocols to escalate incidents to the relevant team or individual for assistance
Execution of regular tests and simulations to test response procedures in the event of an incident
Documentation and analysis of past incident details, the steps to resolution and lessons learnt from each case to support the identification of recurring issues in the future, implement preventive measures to minimize future occurrence and to build a comprehensive knowledge bases of known issues
To perform prescribed activities in a timely manner and to a high standard consistently driving continuous improvement
Requires in-depth technical knowledge and experience in their assigned area of expertise
Thorough understanding of the underlying principles and concepts within the area of expertise
They lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources
If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard
OR for an individual contributor, they develop technical expertise in work area, acting as an advisor where appropriate
Will have an impact on the work of related teams within the area
Partner with other functions and business areas
Takes responsibility for end results of a team’s operational processing and activities
Escalate breaches of policies / procedure appropriately
Take responsibility for embedding new policies/ procedures adopted due to risk mitigation
Advise and influence decision making within own area of expertise
Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to. Deliver your work and areas of responsibility in line with relevant rules, regulation and codes of conduct
Maintain and continually build an understanding of how own sub-function integrates with function, alongside knowledge of the organisations products, services and processes within the function
Demonstrate understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function
Make evaluative judgements based on the analysis of factual information, paying attention to detail
Resolve problems by identifying and selecting solutions through the application of acquired technical experience and will be guided by precedents
Guide and persuade team members and communicate complex / sensitive information
Act as contact point for stakeholders outside of the immediate function, while building a network of contacts outside team and external to the organisation
Qualification
Required
Development, implementation and management of major incident management programmes
Execution of responses to reported incidents from various channels including email, phone and monitoring systems, prioritised by its potential impact to the bank's IT systems, and provide regular status updates to affected stakeholders
Analysis of logs, system data and user reports to identify the root cause of incidents and determine the necessary course of action to resolve or follow escalation protocols to escalate incidents to the relevant team or individual for assistance
Execution of regular tests and simulations to test response procedures in the event of an incident
Documentation and analysis of past incident details, the steps to resolution and lessons learnt from each case to support the identification of recurring issues in the future, implement preventive measures to minimize future occurrence and to build a comprehensive knowledge bases of known issues
To perform prescribed activities in a timely manner and to a high standard consistently driving continuous improvement
Requires in-depth technical knowledge and experience in their assigned area of expertise
Thorough understanding of the underlying principles and concepts within the area of expertise
They lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources
If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard
Will have an impact on the work of related teams within the area
Partner with other functions and business areas
Takes responsibility for end results of a team's operational processing and activities
Escalate breaches of policies / procedure appropriately
Take responsibility for embedding new policies/ procedures adopted due to risk mitigation
Advise and influence decision making within own area of expertise
Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to
Deliver your work and areas of responsibility in line with relevant rules, regulation and codes of conduct
Maintain and continually build an understanding of how own sub-function integrates with function, alongside knowledge of the organisations products, services and processes within the function
Demonstrate understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function
Make evaluative judgements based on the analysis of factual information, paying attention to detail
Resolve problems by identifying and selecting solutions through the application of acquired technical experience and will be guided by precedents
Guide and persuade team members and communicate complex / sensitive information
Act as contact point for stakeholders outside of the immediate function, while building a network of contacts outside team and external to the organisation
Awareness of ITIL Service Operations disciplines such as event, incident, problem, change, and continuous service improvement
Familiarity of Service Management tools, like ServiceNow and incident to problem workflows
Communication skills with the ability to engage senior stakeholders and manage complex situations
Major Incident Management, from escalation through to resolution
Monitoring/observability tools, like AppDynamics, Observe, and ThousandEyes
Preferred
A desire to leverage new technology to improve processes and enhance service availability
Interest in using new technology, automation, and AI to improve processes and availability
ITIL v4 qualified or practical application experience
Ability to work independently or within a global team
Benefits
Medical
Dental and vision coverage
401(k)
Life insurance
Other paid leave for qualifying circumstances
Company
Barclays Investment Bank
Barclays Investment Bank offers large corporate clients with strategic advisory, financing, and risk management solutions. It is a sub-organization of Barclays Corporate Banking.
Founded in 1997
10001+ employees
H1B Sponsorship
Barclays Investment Bank has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2022 (1)
Funding
Current Stage
Late StageLeadership Team
Richard Lowe
Managing Director Head of London Industry and Central London
S
Sean White
Managing Director
Recent News
2025-12-29
2025-11-10
2025-11-10
Company data provided by crunchbase