Major Incident/Production Support Manager (iBank/Temp)

Summary: The role of VP-Level Major Incident Manager involves overseeing the management of high-severity technology incidents within a regulated environment. The position requires effective communication with executives, coordination of cross-technology recovery efforts, and decisive influence on operational stability. The candidate will lead incident management from detection to restoration, ensuring timely updates and stakeholder engagement. This role is critical in maintaining operational discipline and managing risks associated with technology incidents.

Key Responsibilities:

• Lead and coordinate major incidents across infrastructure, applications, middleware, cloud, EUC, network, identity, data, and third parties
• Establish and manage incident command structure, including team roles, bridge calls, and communications, ensuring clear ownership and rapid triage
• Drive restoration by coordinating technical SMEs, vendors, and operations teams; remove blockers and manage dependencies
• Maintain operational discipline by tracking timelines, actions, risks, and decisions; provide Real Time updates to senior management
• Manage senior stakeholders across Technology and Business: set expectations, manage impact narratives, and escalate decisively
• Perform risk and impact analyses, rapidly assessing the wider implications of outages (business, regulatory, reputational, and security impact) and drive timely escalation and mitigation decisions
• Execute Change and Problem Management responsibilities as needed, including post-incident stakeholder management and risk assessment
• Perform concise handovers of live incidents to ensure seamless transitions within the follow-the-sun operational model

Key Skills:

• 3+ years leading major incidents in a large-scale, 24/7 production environment within financial services
• Proven ability to act as incident commander under pressure with strong operational judgment
• Strong understanding of modern technology stacks (distributed systems, cloud, networks, identity, databases, messaging)
• Exceptional logical and problem-solving skills, particularly for unfamiliar technology systems
• Solid grasp of cybersecurity concepts and operational risk, including the ability to pivot incident response for potential security impact
• Experienced in ITIL-aligned practices (Incident, Problem, Change) in enterprise environments
• Outstanding written and verbal communication skills; able to translate technical detail into business risk and action
• Strong stakeholder management and influencing skills; able to challenge senior technology leadership respectfully
• Excellent organizational skills with the ability to manage multiple concurrent tasks
• Knowledge of enterprise infrastructure including:
• Operating Systems (Unix, Windows, Mainframe)
• Storage (NFS, SAN, NAS)
• Databases (DB2, Sybase, GreenPlum)
• Web Infrastructure (Load Balancers, Web Proxies)
• Data Centers (Cooling, Power, Infrastructure)
• Networks (Switch, Router, DNS, DHCP, Firewalls)
• Virtualization (Hypervisors)
• Authentication (Kerberos, PKI, SiteMinder, LDAP, Active Directory)
• Cloud Platforms (SaaS, IaaS, PaaS - Azure, AWS)

Salary (Rate): £600.00 Daily

City: London

Country: United Kingdom

Working Arrangements: undetermined

IR35 Status: undetermined

Seniority Level: undetermined

Industry: IT