Major Incident Manager

Experis; Sheffield; Remote; GBP 80,000 - 100,000; Full time

Job summary

A leading IT services provider is seeking an experienced Major Incident Manager to join their team. This remote role requires availability for on-site attendance during crises. The successful candidate will oversee incident management in a fast-paced financial services environment, ensuring service stability and compliance with regulatory standards. Ideal candidates will have strong communication skills, a background in major incident management, and experience with ITSM tools like ServiceNow.

Qualifications

• Proven experience in major incident management.
• Strong understanding of regulatory requirements in financial environments.
• Ability to manage high-pressure incidents effectively.
• Experience in a shift-based or 24/7 support model.
• Strong analytical and decision-making skills.
• Proficiency in incident tracking and ITSM tools.

Responsibilities

• Lead the incident management process across global operations.
• Support the resolution of the existing incident backlog.
• Provide clear updates to stakeholders during incidents.
• Escalate complex incidents to appropriate teams.
• Analyze incident trends for service improvement.
• Coach team members on incident management best practices.
• Produce reports on incident metrics and performance.
• Ensure compliance with internal policies and standards.
• Collaborate closely with global support teams.

Skills

Incident Management

Communication

Analytical Skills

Problem-Solving

Mentoring

Tools

ServiceNow

Jira

Job description

Location: Sheffield

Job Type: Contract

Industry: Cloud & Infrastructure

Job reference: BBBH420762_1755527884

Posted: 18 minutes ago

Role Title: Major Incident Manager

Location: Remote (The candidate must be available for on-site attendance in the event of a crisis, on an as-needed basis). Sheffield City Centre

Start Date: ASAP

Duration: 31/12/2025

Rate to SSC: £640 Max via Umbrella

Role Description

We are seeking an experienced and proactive Major Incident Manager to join our team in a shift-based role. This position is critical to ensuring the stability and resilience of services within a fast-paced financial services environment. The successful candidate will lead the end-to-end incident management process, leveraging deep expertise to minimize service disruption and uphold regulatory and operational standards.

Responsibilities

• Incident Management: Lead the incident management process across global operations, ensuring all incidents are logged, tracked, and resolved promptly.
• Apply deep knowledge of incident management frameworks within the financial services sector to reduce downtime and maintain service continuity.
• Backlog Management: Support the resolution of the existing incident backlog, prioritizing based on business impact and urgency.
• Communication: Provide clear, timely updates to stakeholders at all levels, including senior leadership, on incident status, resolution progress, and post-incident reviews.
• Problem Escalation: Escalate complex or high-impact incidents to appropriate technical or business teams, ensuring all relevant context and diagnostics are provided.
• Service Improvement: Analyze incident trends and root causes to identify opportunities for service improvement and risk mitigation.
• Training and Mentoring: Coach and mentor team members and stakeholders on incident management best practices, with a focus on financial services compliance and operational excellence.
• Reporting: Produce regular and ad hoc reports on incident metrics, trends, and performance against SLAs and regulatory expectations.
• Compliance: Ensure all incident management activities align with internal policies, industry standards, and financial regulatory requirements.
• Team Collaboration: Collaborate closely with global support teams, operations, and business units to maintain a high level of service and responsiveness.

Qualifications

• Proven experience in major incident management, ideally within the financial services sector.
• Strong understanding of regulatory and operational requirements in financial environments (e.g., FCA, SOX, GDPR).
• Demonstrated ability to manage high-pressure incidents and communicate effectively with technical and non-technical stakeholders.
• Experience working in a shift-based or 24/7 support model.
• Strong analytical, problem-solving, and decision-making skills.
• Proficiency in incident tracking and ITSM tools (e.g., ServiceNow, Jira).
• Experience mentoring and training teams in incident response and service resilience.