Major Incident Manager

Role Title: Major Incident Manager
Location: Remote (The candidate must be available for on-site attendance in the event of a crisis, on an as-needed basis). Sheffield City Centre
Start Date: ASAP
Duration: 31/12/2025
Rate to SSC: £640 Max via Umbrella

Role Description:

We are seeking an experienced and proactive Major Incident Manager to join our team in a shift-based role. This position is critical to ensuring the stability and resilience of services within a fast-paced financial services environment. The successful candidate will lead the end-to-end incident management process, leveraging deep expertise to minimize service disruption and uphold regulatory and operational standards.

Key Responsibilities:

Incident Management

• Lead the incident management process across global operations, ensuring all incidents are logged, tracked, and resolved promptly.
• Apply deep knowledge of incident management frameworks within the financial services sector to reduce downtime and maintain service continuity.

Backlog Management

• Support the resolution of the existing incident backlog, prioritizing based on business impact and urgency.

Communication

• Provide clear, timely updates to stakeholders at all levels, including senior leadership, on incident status, resolution progress, and post-incident reviews.

Problem Escalation

• Escalate complex or high-impact incidents to appropriate technical or business teams, ensuring all relevant context and diagnostics are provided.

Service Improvement

• Analyse incident trends and root causes to identify opportunities for service improvement and risk mitigation.

Training and Mentoring

• Coach and mentor team members and stakeholders on incident management best practices, with a focus on financial services compliance and operational excellence.

Reporting

• Produce regular and ad hoc reports on incident metrics, trends, and performance against SLAs and regulatory expectations.

Compliance

• Ensure all incident management activities align with internal policies, industry standards, and financial regulatory requirements.

Team Collaboration

• Collaborate closely with global support teams, operations, and business units to maintain a high level of service and responsiveness.

Qualifications:

• Proven experience in major incident management, ideally within the financial services sector.
• Strong understanding of regulatory and operational requirements in financial environments (e.g., FCA, SOX, GDPR).
• Demonstrated ability to manage high-pressure incidents and communicate effectively with technical and non-technical stakeholders.
• Experience working in a shift-based or 24/7 support model.
• Strong analytical, problem-solving, and decision-making skills.
• Proficiency in incident tracking and ITSM tools (e.g., ServiceNow, Jira).
• Experience mentoring and training teams in incident response and service resilience.