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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: Until 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
* 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.
* Support the resolution of the existing incident backlog, prioritizing based on business impact and urgency.
* Provide clear, timely updates to stakeholders at all levels, including senior leadership, on incident status, resolution progress, and post-incident reviews.
* Escalate complex or high-impact incidents to appropriate technical or business teams, ensuring all relevant context and diagnostics are provided.
* Analyse incident trends and root causes to identify opportunities for service improvement and risk mitigation.
* Coach and mentor team members and stakeholders on incident management best practices, with a focus on financial services compliance and operational excellence.
* Produce regular and ad hoc reports on incident metrics, trends, and performance against SLAs and regulatory expectations.
* Ensure all incident management activities align with internal policies, industry standards, and financial regulatory requirements.
* 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.
Seniority level
* Mid-Senior level
Employment type
* Contract
Job function
* Information Technology
Industries
* Staffing and Recruiting
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