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.
