Incident Manager

Barclay Simpson; United Kingdom; Remote; GBP 60,000 - 80,000; Full time

Job summary

A financial services firm is seeking an experienced Incident Manager to lead incident management efforts. The role involves coordinating high-impact incidents, driving service restoration, and enhancing processes to improve resilience and customer experience. Strong background in leadership and stakeholder engagement is crucial. This position demands excellent communication skills and the ability to manage multiple priorities in a fast-paced environment.

Qualifications

• Strong background in Group (Business) Incident Management.
• Proven leadership and team development experience.
• Solid understanding of key technologies and applications.

Responsibilities

• Lead or support incident management on high-impact incidents.
• Coordinate with teams to minimize operational impact.
• Run and document Post Incident Reviews and track actions.

Skills

Group Incident Management

Leadership

Stakeholder Engagement

Communication

Crisis Management

Job description

Overview

Experienced Group (Business & IT) Incident Manager required for financial services client. The role is focused on managing and coordinating high-impact incidents, driving service restoration, and ensuring clear communication with stakeholders. You will also play a key role in continuous improvement, enhancing processes to improve resilience, efficiency, and customer/colleague experience.

Key Responsibilities

• Lead or support Senior Group and Major Incident Managers on Bronze and Silver incidents, ensuring effective and timely service restoration.
• Coordinate with technical and business teams to minimise customer and operational impact.
• Provide timely updates to stakeholders on incident status, service impact, and recovery timelines.
• Ensure appropriate escalations are undertaken in line with policies.
• Run and document Post Incident Reviews (PIRs), identifying root causes, tracking actions, and embedding lessons learned.
• Produce accurate, timely, and relevant management reporting.
• Proactively monitor tools such as ServiceNow, Teams channels, and Downdetector to enable early detection of incidents.
• Contribute to enhancements in the Incident Management framework and support continual service improvement initiatives.
• Prioritise competing demands in a fast-moving environment.
• Provide out-of-hours/standby support for incidents and major IT releases (24/7/365 rota).

Essential Skills & Experience

• Strong background in Group (Business) Incident Management.
• Proven leadership and team development experience.
• Solid understanding of key technologies and applications supporting critical business services.
• Ability to manage multiple priorities in a dynamic, fast-paced environment.
• Excellent communication and stakeholder engagement skills.
• Experience in partner engagement during incidents, PIRs, and service reviews.
• Resilient, tenacious, and adaptable under pressure.