Major Incident manager

Opplæringskontoret for Offshore fag; Knutsford; On-site; GBP 50,000 - 90,000; Full time

Job summary

An established industry player is looking for a Major Incident Manager to oversee critical mainframe operations. This role is essential for maintaining the stability and resilience of the bank's mainframe infrastructure. The successful candidate will lead the triage and resolution of incidents, conduct risk assessments, and implement strategic improvements. With a focus on technical troubleshooting and root cause analysis, you will ensure operational continuity and compliance with internal frameworks. Join a dynamic team where your expertise will directly impact the bank's operational success and contribute to innovative solutions in a fast-paced environment.

Qualifications

• Proven experience in IT Incident Management in banking or financial services.
• Strong expertise in mainframe systems like Z-series, DB2, CICS.

Responsibilities

• Lead triage and resolution of mainframe-related incidents.
• Conduct risk assessments and provide mitigation strategies.

Skills

IT Incident Management

Mainframe Systems

Technical Troubleshooting

Root Cause Analysis

Risk Assessments

Knowledge Management

Analytical Skills

Change Management

Technical Writing

Problem Solving

Education

ITIL Foundation Certification

Relevant Certifications in Mainframe Technologies

Tools

ITIL

Six Sigma

Agile Practices

Job description

Role: Major Incident Manager
Rate: inside IR35
Location: Full time Onsite in Knutsford
Duration: 6 months

Job Overview:

We are seeking a highly skilled Specialist Mainframe to join our Major Incident Management (MIM) Command Center at a leading UK bank. This role is critical in ensuring the stability, resilience, and operational continuity of the bank's mainframe technology infrastructure. The successful candidate will be responsible for triaging, managing, and resolving mainframe-related incidents, minimizing operational disruptions, and implementing strategic improvements to enhance system reliability.

Key Responsibilities:

1. Incident Management: Lead the triage and resolution of all mainframe-related incidents, ensuring timely restoration of services.
2. Technical Troubleshooting: Diagnose complex technical issues within the bank's mainframe environment, providing quick and effective resolutions.
3. Risk Assessments: Conduct thorough risk assessments during incidents and provide mitigation strategies to minimize business impact.
4. Knowledge Management: Maintain detailed documentation of incidents, solutions, and lessons learned to support continuous improvement.
5. Reporting and Analysis: Provide detailed reports and post-mortem analyses on major incidents, identifying patterns and preventive measures.
6. Strategic Thinking: Contribute to the strategic development of incident management frameworks, ensuring alignment with business objectives.
7. Root Cause Analysis (RCA): Lead RCA investigations to identify underlying issues and recommend long-term fixes.
8. Change and Transformation: Support change initiatives, ensuring that new implementations do not compromise system stability.
9. Digital & Technology: Stay updated with emerging IT and digital technology trends, particularly in the mainframe domain.
10. Technical Writing & Documentation: Develop clear and comprehensive technical documentation for incident handling, resolutions, and preventative measures.
11. Problem Solving Tools: Utilize advanced troubleshooting and problem-solving tools to expedite incident resolution.
12. Business Acumen: Understand the business impact of mainframe incidents and prioritize issues accordingly.
13. Internal Controls, Risk & Compliance: Ensure compliance with internal risk frameworks, policies, and external regulatory requirements.

Mandatory Skills & Experience:

1. Proven experience in IT Incident Management within a banking or financial services environment.
2. Strong expertise in mainframe systems, including Z-series, DB2, CICS, and related technologies.
3. Hands-on experience in technical troubleshooting and problem resolution in mission-critical environments.
4. Ability to perform root cause analysis (RCA) and implement corrective measures.
5. Knowledge of risk assessments, internal controls, and compliance frameworks in financial institutions.
6. Experience in knowledge management, ensuring efficient documentation and sharing of incident resolutions.
7. Strong analytical and reporting skills to drive insights and strategic recommendations.
8. Familiarity with change and transformation processes in large-scale IT environments.
9. Excellent technical writing and documentation skills.
10. Strong business acumen with an understanding of how technology impacts banking operations.
11. Familiarity with problem-solving tools and methodologies such as ITIL, Six Sigma, or Agile practices.

Preferred Qualifications:

1. ITIL Foundation or higher certification.
2. Relevant certifications in mainframe technologies.
3. Experience working in a high-pressure command center or operations environment.
4. Knowledge of automation and AI-driven monitoring tools in incident management.

Work Schedule:

This role requires working five days a week from the site. The candidate must be flexible to support 24-hour operations or work continental shifts as needed.

Key Competencies:

1. Strong communication skills to coordinate with internal and external stakeholders.
2. Proactive and strategic thinker with the ability to anticipate and mitigate risks.
3. Attention to detail with a focus on accuracy and thoroughness.
4. Collaborative mindset, capable of working across teams to resolve incidents effectively.
5. Resilient under pressure, able to make informed decisions in high-stakes situations.