Incident management analyst

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

Incident Management Analyst

Contract: 12 months

Location: Chester

Working Pattern

Training Phase - First 2 Months

Monday to Friday 7:00am - 4:00pm UK time

Operational Shift Pattern

Once fully operational, the role will operate on a rotating shift pattern:

• Shift A: Sunday to Thursday, 7:00am - 4:00pm
• Shift B: Tuesday to Saturday, 7:00am - 4:00pm

Role Overview

We are seeking an experienced Incident Management Analyst to join a complex enterprise environment within the Financial Services sector.

The successful candidate will be responsible for the end-to-end management of enterprise incidents, with a particular focus on major incident response, rapid service restoration and minimising business impact.

This is a service management and incident command role rather than a deeply technical position. However, a basic understanding of Unix, application infrastructure and the IFC (Incident Command System) framework would be highly beneficial.

The Incident Management Analyst will act as the incident commander and voice of the incident bridge, coordinating technical teams, making informed decisions, maintaining clear communication and ensuring stakeholders receive timely and accurate updates throughout the incident lifecycle.

Key Responsibilities

• Take ownership of incidents from identification through to resolution.
• Lead and coordinate the response to major and enterprise-level incidents.
• Act as the Incident Commander during major incidents, providing clear direction and maintaining control of the incident response.
• Coordinate multiple technical and service teams to drive incidents towards rapid resolution.
• Assess information provided by technical teams, understand the business impact and make appropriate decisions under time pressure.
• Ensure actions are clearly identified, prioritised and progressed.
• Maintain a strong focus on short-time resolution and minimising business impact.
• Provide clear, concise and timely updates to business and technical stakeholders.
• Act as the central communication point during major incidents.
• Ensure incident activity, decisions and actions are appropriately recorded.
• Support event monitoring and the identification and escalation of potential incidents.
• Apply established incident management and service management processes.
• Ensure incidents are appropriately escalated where required.
• Contribute to effective post-incident activity and continuous improvement.

Experience Required

• Proven experience in Incident Management, particularly within a complex enterprise environment.
• Strong experience operating within a command centre, operations or service management environment.
• Experience managing major incidents and coordinating multiple teams through to resolution.
• Demonstrable experience acting as an incident lead, commander or similar role.
• Experience working in a complex Financial Services environment is highly desirable.
• Strong stakeholder management and communication skills.
• The ability to remain calm and structured when working under significant time pressure.
• The ability to rapidly understand complex information and determine appropriate actions.
• Experience coordinating technical teams without necessarily being a hands-on technical specialist.
• A strong understanding of service management principles and incident management processes.

Technical Knowledge

• ICS / Incident Command System framework
• Basic understanding of Unix
• Basic understanding of application infrastructure
• Understanding of enterprise IT environments and service dependencies
• Familiarity with event monitoring and operational monitoring tools

The ability to understand technical discussions, ask the right questions and translate technical information into clear decisions and stakeholder communications is particularly important.

Key Competencies

• Incident leadership: Confident taking command and providing direction during major incidents.
• Decision-making: Able to quickly assess information and make appropriate decisions in high-pressure situations.
• Communication: Clear, concise and confident communication with both technical and senior business stakeholders.
• Stakeholder management: Able to manage expectations and maintain effective communication throughout an incident.
• Prioritisation: Able to identify the most important actions and drive them through to completion.
• Analytical thinking: Able to interpret information from multiple technical teams and establish the appropriate course of action.
• Resilience: Comfortable working under pressure in a time-critical environment.
• Collaboration: Able to mobilise and coordinate teams across a complex organisation.
• Service focus: Strong focus on restoring services quickly and minimising business impact.

Ideal Candidate Profile

The ideal candidate will be an experienced incident management professional who is comfortable taking ownership during high-impact incidents and acting as the central point of coordination.

They will be confident enough to take control of an incident bridge, listen to and interpret information from multiple teams, make decisions, mobilise the appropriate resources and communicate a clear plan to stakeholders.

A strong command-center or service-management background, combined with experience managing major incidents in a complex environment, is essential.

We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive.