Major Incident Manager
Posted 2 weeks ago by 1755680456
£600 Per day
Inside
Remote
Sheffield, South Yorkshire, Yorkshire, England
Summary: The Major Incident Manager will oversee the incident management process within a fast-paced financial services environment, ensuring stability and resilience of essential services. This role requires proactive leadership in resolving incidents, minimizing service disruptions, and maintaining compliance with regulatory standards. The successful candidate will also mentor team members and communicate effectively with stakeholders at all levels. Occasional on-site attendance in Sheffield is required for crisis situations.
Key Responsibilities:
- Lead incident resolution across global operations, ensuring all issues are logged, tracked, and resolved promptly.
- Tackle outstanding incidents, prioritising resolution based on business impact.
- Deliver clear and timely updates to stakeholders at all levels, including senior leadership.
- Escalate complex issues to relevant teams, providing all necessary context and diagnostics.
- Analyse incident trends and root causes to identify areas for improvement and risk mitigation.
- Coach team members and stakeholders on incident management best practices.
- Produce reports on incident metrics, trends, SLAs, and regulatory expectations.
- Ensure all incident management activities align with policies, standards, and financial regulatory requirements.
- Work closely with global support, operations, and business teams to maintain high levels of service availability.
Key Skills:
- Proven experience in major incident management, preferably in the financial services sector.
- Strong understanding of regulatory and operational requirements (e.g., FCA, SOX, GDPR).
- Demonstrated ability to manage high-pressure incidents and communicate effectively with both technical and non-technical stakeholders.
- Experience in shift-based or 24/7 support models.
- Strong analytical and problem-solving skills, with excellent decision-making ability.
- Proficiency in ITSM and incident tracking tools (e.g., ServiceNow, Jira).
- Experience mentoring and training teams on incident response and resilience.
Salary (Rate): £600 per day
City: Sheffield
Country: England
Working Arrangements: remote
IR35 Status: inside IR35
Seniority Level: undetermined
Industry: Other
Major Incident Manager
Location: Remote (with occasional on-site attendance required in Sheffield when necessary)
Contract Duration: Until 31st December 2025
Rate: Up to £600 per day - Inside IR35
About the Role
We are looking for an experienced and proactive Major Incident Manager to join a high-performing team in a shift-based role. This position plays a critical role in ensuring the stability and resilience of essential services within a fast-paced financial services environment. The successful candidate will take ownership of the end-to-end incident management process, driving swift resolutions, minimising service disruption, and ensuring compliance with operational and regulatory standards.
Key Responsibilities
- Incident Management: Lead incident resolution across global operations, ensuring all issues are logged, tracked, and resolved promptly.
- Backlog Management: Tackle outstanding incidents, prioritising resolution based on business impact.
- Communication: Deliver clear and timely updates to stakeholders at all levels, including senior leadership.
- Problem Escalation: Escalate complex issues to relevant teams, providing all necessary context and diagnostics.
- Service Improvement: Analyse incident trends and root causes to identify areas for improvement and risk mitigation.
- Training & Mentoring: Coach team members and stakeholders on incident management best practices.
- Reporting: Produce reports on incident metrics, trends, SLAs, and regulatory expectations.
- Compliance: Ensure all incident management activities align with policies, standards, and financial regulatory requirements.
- Collaboration: Work closely with global support, operations, and business teams to maintain high levels of service availability.
The candidate must be available for on-site attendance in the event of a crisis, on an as-needed basis
Qualifications & Experience
- Proven experience in major incident management, preferably in the financial services sector.
- Strong understanding of regulatory and operational requirements (e.g., FCA, SOX, GDPR).
- Demonstrated ability to manage high-pressure incidents and communicate effectively with both technical and non-technical stakeholders.
- Experience in shift-based or 24/7 support models.
- Strong analytical and problem-solving skills, with excellent decision-making ability.
- Proficiency in ITSM and incident tracking tools (e.g., ServiceNow, Jira).
- Experience mentoring and training teams on incident response and resilience.