Incident and BCDR Manager

Nest Corporation; City Of London; Hybrid; GBP 70,000 - 90,000; Full time

Job summary

A leading workplace pension provider in London is seeking an experienced Incident & Business Continuity Manager to oversee operational resilience and incident response. Responsibilities include managing daily incident reviews, leading major incident responses, and ensuring compliance. Candidates should have over 5 years’ experience with incident management frameworks and excellent communication skills. The role offers a hybrid working model with flexible hours.

Qualifications

• 5+ years’ experience with incident management frameworks, business continuity, and disaster recovery planning.
• Experience with outsourced service providers at a senior, independent level.
• Experience with incident tracking tools and reporting systems.

Responsibilities

• Oversee daily incident review and triage using ServiceNow.
• Liaise with technical teams and service providers for incident resolution.
• Lead response to major (P1/P2) incidents and coordinate communication.

Skills

Incident management frameworks (ITIL)

Business continuity

Disaster recovery planning

Communication skills

Attention to detail

Job description

Role Overview

We are seeking an experienced and proactive Incident & Business Continuity Manager to lead our operational resilience and incident response capability. This pivotal role ensures the organisation’s critical services remain robust, responsive, and compliant in the face of operational incidents and major disruptions.

Key Responsibilities

• Incident Management: Oversee daily incident review and triage, using ServiceNow, to identify, escalate, and resolve operational incidents.
• Incident Management: Liaise with technical teams and service providers (TCS) to clarify incident details, ensure timely resolution, and maintain audit trails.
• Incident Management: Manage security-related incidents (lost equipment, data breaches, phishing), coordinating with IT, Information Security, and Data Protection teams.
• Incident Management: Maintain and analyse incident statistics, trends, and root causes to drive continuous improvement and risk mitigation.
• Incident Management: Prepare and deliver weekly and monthly incident reports to senior stakeholders.
• Major Incident & Escalation: Lead the response to major (P1/P2) incidents, ensuring prompt escalation to executive leadership and clear, actionable communication throughout the incident lifecycle.
• Major Incident & Escalation: Establish a framework to provide consistent updates to stakeholders.
• Major Incident & Escalation: Coordinate post-incident reviews and ensure lessons learned are captured and acted upon.
• Major Incident & Escalation: Maintain and regularly review incident management and recovery processes to ensure readiness for major disruptions.
• Major Incident & Escalation: Ensure compliance with regulatory and audit requirements, maintaining robust documentation and evidence of incident handling and recovery actions.
• Business Continuity & Disaster Recovery (BCDR): Lead business continuity planning and disaster recovery coordination.

The minimum criteria for this role are:

• 5+ years’ experience (or equivalent) with incident management frameworks (e.g., ITIL), business continuity, and disaster recovery planning.
• Experience of working with outsourced service providers at a senior, independent level.
• Experience with incident tracking tools and reporting systems
• Highly technical with excellent communication skills and attention to detail

Flexible and agile working: Everyone's personal situation is different. To make the most out of hybrid working, we've introduced different ways of working, which include (subject to role requirements):

• Hybrid of office (Canary Wharf, London) and home working (there will be an expectation to attend the office, once - twice a week, or more, as required)
• Reduce or vary working hours
• Reduce or vary the days worked
• Work compressed hours
• Job share

Directorate/Department Overview: The Service and Solutions directorate consists of Scheme Operations, Data, Facilities, and Change. This position is within the Scheme Operations function.

Scheme Operations is divided into two teams: Service Delivery and the Scheme Administration Process Execution (SAPE) team. Both are responsible for managing the pension scheme’s day-to-day operations and working towards improvements in customer service and experience.

Organisational Overview: Nest is an award-winning workplace pension scheme, the largest in the country.

Diversity, Equity and Inclusion: Everyone is welcome to apply for our roles, and we are determined to ensure that no applicant or employee receives less favourable treatment because of their age, disability, gender identity, marital status, national origin, pregnancy or caring responsibilities, race, religion/belief, sex, sexual orientation or socio economic background.

Nest is a Disability Confident Leader, which is the highest level of the Disability Confident Scheme. If you have a disability, please declare that you’re applying through the scheme.

Please note that this advert may close early if we receive a sufficient number of satisfactory applications.