Incident Command & Process Optimization Lead

Sokin; Greater London; Presencial; GBP 90 000 - 120 000; Tempo integral

Resumo da oferta

Sokin is seeking an Incident Management Lead reporting to the Regional Head of Operations. You will take direct accountability for running active incidents and design improvements to the incident management process.

You will configure tooling, analyze trends, train staff, and ensure visibility and consistent use of the process. The role requires strong communication, stakeholder engagement and coordination across product and operations teams.

Qualificações

• Proven experience in incident management, service management, operations or a similar role, ideally within a fintech or startup/scaleup environment.
• Ownership of incident management frameworks with continuous improvement.
• Experience managing live incidents from identification to resolution with cross-team coordination.
• Good understanding of technical systems, APIs, integrations, and dependencies.
• Strong analytical and problem-solving skills with trends and post-incident analysis.
• Excellent communicator able to translate technical info for both technical and non-technical audiences.
• Maintains clear disposition, communication and prioritisation in high-pressure situations.
• Strong stakeholder management with the ability to drive actions across teams.
• Proactive, continuous-improvement mindset for post-incident reviews and recurrence prevention.

Responsabilidades

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

Conhecimentos

Incident management

Service management

Stakeholder management

Analytical thinking

Communication

Root-cause analysis

Technical understanding

Descrição da oferta de emprego

Sokin is seeking an Incident Management Lead reporting to the Regional Head of Operations. You will take direct accountability for running active incidents and design improvements to the incident management process.

You will configure tooling, analyze trends, train staff, and ensure visibility and consistent use of the process. The role requires strong communication, stakeholder engagement and coordination across product and operations teams.