Incident Manager, S3

Lead Major Incident and Problem Management delivery
Coordinate resolution efforts, recovery and mitigation actions
Communicate effectively with technical teams, business stakeholders and senior stakeholders throughout the incident lifecycle
Diagnose issues with technical support teams and manage incident recovery activities
Monitor compliance and quality of Major Incident and Problem Management processes, controls and SLAs
Support and drive post-incident reviews, root cause analysis, and corrective and preventative actions
Collaborate across technology, business and third-party teams
Analyse incident trends and performance metrics to support continuous service improvement and operational resilience
Build service performance reporting with strong data foundations
Support and guide incident response teams and enhance incident management practices and procedures
Lead a high-performing team and foster collaboration, accountability and continuous improvement
Drive audit response and ensure compliance with ownership of regulatory communications

Requirements

• Significant experience managing and resolving IT incidents and Business Crisis events within complex environments
• Proven experience in incident investigation, troubleshooting and implementing measures to prevent recurrence
• Experience coordinating major incident responses across multiple technical and business stakeholders
• Knowledge and practical experience of contingency planning, disaster recovery and service resilience activities
• Risk Management, including operational, security, compliance, and service resilience risk controls
• Knowledge and experience of business crisis management, including responding to and recovering from critical events
• Demonstrable experience and knowledge across multiple technologies, with ability to communicate technical issues to non-technical audiences
• Degree in computer science or equivalent professional qualification or work experience (preferred)
• ITIL Service Management frameworks, processes, and governance
• IT Incident Management, including major incident coordination, escalation, tracking, and resolution
• Business Crisis Management, including triage and business impact assessments
• Problem Management, including root cause analysis, trend analysis, and preventative action planning
• Service Level Management, including development, monitoring, and reporting of SLAs and OLAs
• IT Service Portfolio Management, including service design, service transition, and service lifecycle management
• IT Risk Management, including operational, security, compliance, and service resilience risk controls
• Service Performance Management, including KPI development, service reporting, monitoring, and continual service improvement methodologies
• Vendor and Third-Party Service Management, including contract management, supplier governance, and performance management against service obligations
• Right to work in the UK
• Spanish (preferred)

Core Competencies

Demonstrates expertise in Major Incident and Problem Management, with a strong focus on incident investigation, troubleshooting, and service resilience. Proven ability to lead cross-functional teams, communicate effectively with stakeholders, and drive continuous service improvement through data analysis and compliance monitoring.

Highest-signal resume keywords

• Major Incident Management
• Problem Management
• ITIL Service Management
• Business Crisis Management
• Risk Management

ATS Optimization Keywords

Hard Skills

• Incident Investigation
• Troubleshooting
• Root Cause Analysis
• Service Level Management
• Service Performance Management
• Contingency Planning
• Disaster Recovery
• Service Portfolio Management
• KPI DevelopmentTrend Analysis

Soft Skills

• Effective Communication
• Collaboration
• Leadership
• Accountability
• Continuous Improvement

Certifications & Qualifications

• Degree in Computer Science
• ITIL Certification

Industry Keywords

• IT Incident Management
• Operational Risk Controls
• Compliance
• Service Resilience
• Vendor Management

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