FDM is a global business and technology consultancy seeking a Global Incident Manager to work for our client within the finance sector. This is initially a 6-month contract with the potential to extend and will be a hybrid role that will be based in Barnsley.
Our client is seeking an experienced and proactive Global Incident Manager to join their 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 minimise service disruption and uphold regulatory and operational standards.
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, prioritising 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