Incident Management Program Manager

ZipRecruiter; London; On-site; GBP 70,000 - 100,000; Full time

Job summary

A leading company is seeking an Integration MIM Program Manager to oversee their Major Incidents Management program. This role involves leading integration efforts, managing incidents, and aligning with enterprise goals. The ideal candidate will possess extensive experience in integration technologies and leadership within complex IT environments.

Qualifications

• 10+ years in IT integration management with 5 years in a leadership role.
• Deep understanding of integration architectures and middleware.
• Excellent communication skills for technical concepts.

Responsibilities

• Lead the Major Incidents Management program, establishing frameworks.
• Oversee the design and maintenance of integration solutions.
• Manage and mentor a team of integration specialists.

Skills

Integration technologies

Incident management

Leadership

Problem-solving

Communication

Analytical skills

Education

Bachelor’s degree in Computer Science

Master’s degree

ITIL certification

PMP certification

SAP Certified Integration Architect

Tools

WebMethods

SAP Integration Suite

SAP Data Services

Centralized Integration Data Services

Job description

Job Description

Job Summary

Integration MIM Program Manager will lead and oversee the Major Incidents Management (MIM) program within our integration ecosystem. This role is pivotal in ensuring seamless integration across enterprise systems, minimizing disruptions, and driving operational excellence. The successful candidate will have deep expertise in integration technologies such as WebMethods, SAP Integration Suite, SAP Data Services (DS), and Centralized Integration Data Services (CIDS), combined with a proven track record of managing major incidents in complex IT environments.

Collaborate with cross-functional teams, define incident management strategies, and ensure the resilience and scalability of integration platforms that support company's mission.

Key Responsibilities

• Program Leadership: Lead the Major Incidents Management (MIM) program, establishing frameworks, processes, and best practices to proactively manage and resolve critical integration incidents.
• Integration Oversight: Oversee the design, implementation, and maintenance of integration solutions leveraging technologies such as WebMethods, SAP Integration Suite, SAP DS, and CIDS.
• Incident Management: Act as the escalation point for major incidents, coordinating rapid response efforts, root cause analysis (RCA), and post-incident reviews to prevent recurrence.
• Strategy Development: Develop and execute a comprehensive integration strategy aligned with organizational goals, ensuring high availability, performance, and scalability of integration platforms.
• Stakeholder Collaboration: Partner with IT, development, and business teams to align MIM objectives with broader enterprise needs, fostering a culture of accountability and continuous improvement.
• Risk Mitigation: Identify potential risks within integration ecosystems and implement preventive measures to minimize downtime and disruptions.
• Performance Monitoring: Define KPIs and metrics to monitor integration health, incident response times, and program effectiveness, providing regular updates to senior leadership.
• Team Leadership: Manage and mentor a team of integration specialists and incident managers, driving technical excellence and professional growth.
• Vendor Management: Collaborate with technology vendors (e.g., SAP, WebMethods,SI's, Third Party System Vendors) to ensure optimal support and resolution of platform-related incidents.
• Documentation & Compliance: Ensure all MIM processes, integration workflows, and incident reports are thoroughly documented and compliant with industry standards and regulations.

Qualifications

• Education: Bachelor’s degree in Computer Science, Information Technology, or a related field. Master’s degree or relevant certifications (e.g., ITIL, PMP, SAP Certified Integration Architect) .
• Experience:
• Minimum of 10+ years in IT integration management, with at least 5 years in a leadership role overseeing major incident management or similar programs.
• Proven exposure to integration technologies such as WebMethods, SAP Integration Suite, SAP Data Services (DS), and Centralized Integration Data Services (CIDS).
• Extensive experience in managing high-stakes incidents in enterprise-level environments.
• Technical Skills:
• Deep understanding of integration architectures, middleware, APIs, and data synchronization tools.
• Hands-on experience with WebMethods, SAP Integration Suite, SAP DS, and/or CIDS.
• Familiarity with ITIL frameworks and incident management best practices.
• Leadership Skills:
• Strong ability to lead cross-functional teams and manage complex, high-pressure situations.
• Exceptional problem-solving and decision-making skills with a focus on root cause resolution.
• Communication: Excellent verbal and written communication skills, with the ability to present technical concepts to non-technical stakeholders.
• Analytical Mindset: Ability to analyse complex integration workflows and identify areas for optimization and risk reduction.