Incident Manager

Overview

Experienced Group (Business & IT) Incident Manager required for financial services client. The role is focused on managing and coordinating high-impact incidents, driving service restoration, and ensuring clear communication with stakeholders. You will also play a key role in continuous improvement, enhancing processes to improve resilience, efficiency, and customer/colleague experience.

Key Responsibilities

• Lead or support Senior Group and Major Incident Managers on Bronze and Silver incidents, ensuring effective and timely service restoration.
• Coordinate with technical and business teams to minimise customer and operational impact.
• Provide timely updates to stakeholders on incident status, service impact, and recovery timelines.
• Ensure appropriate escalations are undertaken in line with policies.
• Run and document Post Incident Reviews (PIRs), identifying root causes, tracking actions, and embedding lessons learned.
• Produce accurate, timely, and relevant management reporting.
• Proactively monitor tools such as ServiceNow, Teams channels, and Downdetector to enable early detection of incidents.
• Contribute to enhancements in the Incident Management framework and support continual service improvement initiatives.
• Prioritise competing demands in a fast-moving environment.
• Provide out-of-hours/standby support for incidents and major IT releases (24/7/365 rota).

Essential Skills & Experience

• Strong background in Group (Business) Incident Management.
• Proven leadership and team development experience.
• Solid understanding of key technologies and applications supporting critical business services.
• Ability to manage multiple priorities in a dynamic, fast-paced environment.
• Excellent communication and stakeholder engagement skills.
• Experience in partner engagement during incidents, PIRs, and service reviews.
• Resilient, tenacious, and adaptable under pressure.