Major Incident Manager

HSBC; Barnsley; On-site; GBP 60,000 - 80,000; Full time

Job summary

A global banking organization based in the UK is seeking a Major Incident Manager responsible for leading the recovery of IT services during critical incidents. The successful candidate will manage communication, triage incidents, and ensure thorough documentation of all incidents. An ideal applicant has proven experience in major incident management and a strong technical background, with excellent communication skills aimed at both technical and non-technical audiences. This position offers a competitive pay and benefits package.

Benefits

Private healthcare

Enhanced maternity and adoption pay

Generous pension scheme

Qualifications

• Proven experience in Major Incident Management or IT service operations.
• Ability to translate complex data into concise communications.
• Experience guiding virtual teams and engaging stakeholders.

Responsibilities

• Lead recovery of IT services during major incidents.
• Engage with technical teams and business partners.
• Document root causes and facilitate incident reviews.

Skills

Major Incident Management experience

Clear written communication for non-technical audiences

Technical background with Microsoft Suite

Leadership and team coordination

Strong attention to detail

Calmness under pressure

Tools

Microsoft Suite

xMatters incident platform

Job description

Overview

If you’re looking for a career that will help you stand out, join HSBC, and fulfil your potential - whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

We are currently seeking an experienced professional to join our team in the role Major Incident Manager.

You will adhere to the Group Major Incident Management processes & procedures to efficiently manage and communicate the recovery of IT services. Capture accurate incident lifecycle milestones & drive improvement of recovery times. You will lead service recovery of incidents of Medium, High and Critical threat levels, facilitating both technical and business calls with key teams and stakeholders. Build and maintain effective working relationships with IT colleagues and business partners.

Once an incident has been recovered from, you\'re responsible for ensuring that all known root cause details are documented and appropriately communicated via Major Incident Reviews in conjunction with the Problem Management discipline to track actions and prevent a recurrence of the incident. For all incidents whereby service outage is experienced, your\'re responsible for ensuring that a Problem Record is raised to the appropriate team for further analysis.

As an HSBC employee in the UK, you will have access to tailored professional development opportunities and a competitive pay and benefits package. This includes private healthcare for all UK-based employees, enhanced maternity and adoption pay and support when you return to work, and a contributory pension scheme with a generous employer contribution.

In this role you will

• Lead the recovery of critical IT services during major incidents, ensuring efficient resolution and communication.
• Engage and coordinate with technical teams, business partners, and senior management throughout the incident lifecycle.
• Triage / Prioritise incidents, Facilitate Service Recovery and Business Engagement and Issue Incident Reports, Issue Major Incident Notification and document root causes and drive post-incident reviews to prevent recurrence.
• Contribute to Incident / Major Incident Reviews, Execute the Incident Management Practice, Participate in the Management Escalation Call process.
• Capture and analyse incident data to identify trends, opportunities for process improvement and ensure compliance with internal controls, regulatory requirements, and audit recommendations.

Skills & Qualifications

• Proven experience in Major Incident Management or IT service operations.
• Demonstrated ability to translate complex technical data into clear, concise written communications for non-technical audiences and senior stakeholders.
• Strong technical background, with hands-on experience using Microsoft Suite toolsets; familiarity with xMatters incident platform is highly desirable and a good understanding of risk, compliance, and IT governance.
• Confident leader with experience guiding and coordinating virtual teams across multiple locations.
• Strong communication and stakeholder engagement skills with a strong mindset with attention to detail and can remain calm and decisive under pressure.

Inclusion and Benefits

Opening up a world of opportunity

Being open to different points of view is important for our business and the communities we serve. At HSBC, we’re dedicated to creating diverse and inclusive workplaces - no matter their gender, ethnicity, disability, religion, sexual orientation, or age. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone to be at their best. We take pride in being a Disability Confident Leader and will offer an interview to people with disabilities, long term conditions or neurodivergent candidates who meet the minimum criteria for the role.

If you have an need that requires accommodations or changes during the recruitment process, please get in touch with our Recruitment Helpdesk:

Email: [e-mail]

Telephone: [phone]