Incident Command Lead for Major Incidents

Pontoon; Chester; On-site; GBP 52,000 - 68,000; Full time

Job summary

Pontoon is seeking an experienced Incident Management Analyst to join a complex enterprise environment in the Financial Services sector. The role focuses on end-to-end incident management, major incident response, rapid service restoration and minimising business impact.

You will act as the incident commander and coordinate technical teams, ensuring clear communications and timely updates throughout the incident lifecycle.

Qualifications

• Proven incident management experience in a complex enterprise environment.
• Experience leading and coordinating major incidents.
• Strong stakeholder management and communication skills.
• Ability to stay calm and make timely decisions under pressure.

Responsibilities

• Take ownership of incidents from identification through to resolution.
• Lead and coordinate response to major/enterprise incidents.
• Act as Incident Commander during major incidents with clear direction.
• Coordinate multiple technical teams to drive rapid resolution.
• Provide timely updates to stakeholders and document actions taken.
• Support post-incident activity and continuous improvement.

Skills

Incident leadership

Decision-making

Communication

Stakeholder management

Prioritisation

Analytical thinking

Resilience

Collaboration

Service focus

Tools

ICS / Incident Command System

Unix (basic)

Application infrastructure

Event monitoring tools

Job description

Pontoon is seeking an experienced Incident Management Analyst to join a complex enterprise environment in the Financial Services sector. The role focuses on end-to-end incident management, major incident response, rapid service restoration and minimising business impact.

You will act as the incident commander and coordinate technical teams, ensuring clear communications and timely updates throughout the incident lifecycle.