Fintech Incident Response Lead

Sokin; City Of London; On-site; GBP 65,000 - 95,000; Full time

Job summary

Sokin is seeking an Incident Management Lead in London to take direct accountability for running active incidents and to design and continuously improve the incident management process, tooling configuration, and insights. You will train employees across Sokin to ensure visibility and correct use of the process.

Reporting to the Regional Head of Operations, you will coordinate with product and operations, manage escalations, and contribute to governance reporting.

Qualifications

• Proven experience in incident management, service management, operations or a similar role.
• Ownership of incident management frameworks, with ability to continuously develop and improve established processes as the organisation grows
• Experience managing live incidents from identification through to resolution, including coordinating internal teams and maintaining clear ownership
• Understanding of APIs, integrations, system dependencies and how technical issues can impact customers and internal teams
• Strong analytical and problem-solving skills, with experience using incident data, trends and post-incident analysis to identify root causes and improvements
• An excellent communicator who can translate complex technical information into clear, concise updates for technical and non-technical stakeholders
• Ability to maintain composure, prioritisation and clear disposition in high-pressure situations
• Strong stakeholder management skills with the confidence to drive actions across teams
• A proactive, continuous-improvement mindset – balance solving incidents with preventing recurrence

Responsibilities

• Accountable for the active raising and management of incidents
• Adherence, feedback and updates to the incident management process and framework
• High-level familiarity with the Sokin platform to ensure effective incident management and resolution
• Crystal clear and proactive communication and stakeholder engagement
• Collaborate with teams to review incidents, spot trends and propose improvements to relevant teams
• Contribute to regulatory or operational framework reporting as requested by CTO/CISO or other departments
• Assess and communicate customer/business impact from incident data to aid prioritisation and resolution

Skills

Incident management

Service management

Stakeholder management

Analytical skills

Communication

Job description

Sokin is seeking an Incident Management Lead in London to take direct accountability for running active incidents and to design and continuously improve the incident management process, tooling configuration, and insights. You will train employees across Sokin to ensure visibility and correct use of the process.

Reporting to the Regional Head of Operations, you will coordinate with product and operations, manage escalations, and contribute to governance reporting.