Incident and Release Manager

We are flexible - Hybrid working model
- Supportive and collaborative team environment
- Career growth and multiple development opportunities

**About us**

At ubank, we want to empower the digital generation to be more successful with money. Think of us more as a daily money companion. One that brings together the ability for customers to see their money in one place, with smart features and real-time insights designed to help them get ahead.

With ubank, our customers can discover what it feels like to save more, see exactly where they’re spending and own their own home faster. In short, we want to help them achieve real momentum with money.

We partner with other businesses and service providers to achieve our customer and business outcomes. This enables our ubank team to focus on capabilities that will differentiate us and maintain strong partnerships with best-of-breed providers in the industry.

**The role**
- Engaging effectively with a broad set of stakeholders creating clarity, action-orientation and accountability. Stakeholders include executives, business, technology, operations, risk and 3rd party suppliers
- Manage the quality and governance of all releases into production working with our delivery squads, Digital Services team, business and operations stakeholders. This will extend to relevant vendor stakeholders who manage and support parts of our service offering and/or technology stack
- Managing and coordinating our response to incidents to resolution, ensuring the right focus across remediation, business continuity and communication to impacted stakeholders
- Facilitating post incident reviews to obtain learnings from all stakeholders that will contribute to continuous improvements of our processes, practices and capabilities
- Lead the improvement of the governance and management of our release process to increase quality, reduce incidents and manual coordination across our technology teams
- Improve visibility of the release process for all involved stakeholders (not just decision-making stakeholders)
- Ensuring the impact of the release of any change involves the right due diligence and approvals to ensure we deliver quality at pace but also manage our customer, business and operational risk accordingly.
- Support the coordination of releases across our technology teams.
- Review and optimise our incident management process across our technology stack (including those managed and supported by vendors). Encouraging ongoing continuous improvement in how we deliver (including our delivery and decision-making ways of work)
- Escalation of incidents to our executive team and the relevant senior leaders and/or stakeholders who will be impacted or will be required to implement a response or business continuity plan
- Reporting on incidents that have occurred and a summary of the remediation. This will include a trend view of incidents (including root cause, time to resolution and impact)

**About you**
- You are passionate about cutting-edge technology, innovative thinking and helping teams adopt them in daily work
- You are a team player and value dynamic trust-based relationships to ensure team success
- You can adapt to change quickly and work comfortably with ambiguity and managing conflicting priorities
- You thrive in complex delivery challenges and are comfortable understanding the strategic intent as well as immersing yourself in the detail to ‘get it done’
- You deliver what you commit to
- A passion for operations, ensuring our delivery changes are implemented correctly, our platforms perform and function to delivery consistent and reliable customer experiences
- Proactive and accountable - you thrive in improving with a solutions mindset

**Your experience**
- Experience in digital banking and software delivery
- Experience in core banking and payments platforms or capabilities.
- Qualification in Business, Commerce or Technology
- Excellent communication skills (written and oral)
- Proven track record in excellent stakeholder management and influencing (laterally and vertically)
- Experience with agile delivery ways of work
- 2+ years in IT Operations, Incident or Release Management or Service Delivery, etc.

**Why Ubank?**
- Fast-paced scale-up environment - we have the ability to be creative with our products and ship new features every couple of weeks
- Hybrid working model - our team enjoy working from home, but they love collaborating in person even more. Here, you'll get to do both.
- Fantastic culture and in office perks
- Competitive salary packaging and bonus incentives
- Paid Parental leave
- Referral bonus scheme

**Our Values**
- Delight the customer - We put the customer’s best interests at the forefront of everything we do. We believe financial success will follow customer success.
- Agile and Brave - Constantly collaborating in new ways to create something genuinely innovative.
- Value Each Other - We respect everyone’s contribution, embracing a common go