Incident Management Lead - London

Sokin; Greater London; Sur place; GBP 90 000 - 120 000; Plein temps

Résumé du poste

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.

Qualifications

• 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.

Responsabilités

• 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

Connaissances

Incident management

Service management

Stakeholder management

Analytical thinking

Communication

Root-cause analysis

Technical understanding

Description du poste

Role Overview

Reporting to the Regional Head of Operations, Incident Management Leads will take direct accountability for running active incidents. Around this work, they will be responsible for designing and continuous improvement of the incident management process, tooling configuration, trend and insight analysis, and training employees across Sokin to ensure visibility and correct use of the incident management process.

Key Responsibilities

• 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 (product areas and functionality) and users (external vs internal) to ensure effective incident management and resolution (e.g. being able to efficiently target relevant teams, understand impact and support quicker time to resolution)


• Crystal clear and proactive communication and stakeholder engagement is key


• Work as a team to regularly step back and review incidents to help spot trends and suggest areas of improvement to the relevant team e.g. Product Managers for roadmap consideration, or Operations for ways of working improvements


• Contribution to any required regulatory or operational framework reporting as requested by CTO or CISO organisations or other relevant departments


• Ability to assess and communicate customer and/or business impact from technical incident data to aid prioritisation, reporting and resolution

Requirements / What We're Looking For

• Proven experience in incident management, service management, operations or a similar role, ideally within a fintech or startup/scaleup environment


• Demonstrable ownership of incident management frameworks, with the 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, managing the escalations and maintaining clear ownership throughout the incident lifecycle


• A good understanding of technical systems, practical knowledge 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, recurring issues and opportunities for improvement


• An excellent communicator who can ask the right questions and confidently manage both technical & non-technical stakeholders, translating complex technical information into clear, concise and actionable updates for any audience


• Ability to maintain a clear disposition, communication and prioritisation capabilities in high-pressure situations


• Strong stakeholder management skills, with the confidence to challenge, elevate and drive actions to completion across different teams and levels of the organisation


• A proactive, continuous-improvement mindset – you know the balance between solving individual incidents and looking beyond post-incident reviews to identify potential recurrences through root-cause analysis

Please note, candidates will need to have the right to work in the jurisdiction that they are looking to work in.

Sokin is an equal opportunities employer and committed to maintaining an inclusive work environment. As a growing global startup with bases across multiple countries, we were established on and continue to promote an agile, flexible working culture. Please reach out to discuss any accommodations you may require during the recruitment process.