Role Title: Global Incident Manager
Duration: 6 Months
Location: Sheffield 3 days a week on site
Umbrella only
£ 535
Would you like to join a global leader in consulting, technology services and digital transformation?
Our client is at the forefront of innovation to address the entire breadth of opportunities in the evolving world of cloud, digital and platforms.
We are seeking an experienced and proactive Global 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:
* Incident Management
* 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.
* Backlog Management
* Support the resolution of the existing incident backlog, prioritizing based on business impact and urgency.
* Communication
* Provide clear, timely updates to stakeholders at all levels, including senior leadership, on incident status, resolution progress, and post-incident reviews.
* Problem Escalation
* Escalate complex or high-impact incidents to appropriate technical or business teams, ensuring all relevant context and diagnostics are provided.
* Service Improvement
* Analyze incident trends and root causes to identify opportunities for service improvement and risk mitigation.
* Training and Mentoring
* Coach and mentor team members and stakeholders on incident management best practices, with a focus on financial services compliance and operational excellence.
* Reporting
* Produce regular and ad hoc reports on incident metrics, trends, and performance against SLAs and regulatory expectations.
* Compliance
* Ensure all incident management activities align with internal policies, industry standards, and financial regulatory requirements.
* Team Collaboration
* Collaborate closely with global support teams, operations, and business units to maintain a high level of service and responsiveness.
Qualifications:
o Proven experience in global incident management, ideally within the financial services sector.
o Strong understanding of regulatory and operational requirements in financial environments (e.g., FCA, SOX, GDPR).
o Demonstrated ability to manage high-pressure incidents and communicate effectively with technical and non-technical stakeholders.
o Experience working in a shift-based or 24/7 support model.
o Strong analytical, problem-solving, and decision-making skills.
o Proficiency in incident tracking and ITSM tools (e.g., ServiceNow, Jira).
o Experience mentoring and training teams in incident response and service resilience.
All profiles will be reviewed against the required skills and experience. Due to the high number of applications we will only be able to respond to successful applicants in the first instance. We thank you for your interest and the time taken to apply!
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