Major Incident Manager - Banking

JR United Kingdom; Cambridge; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading technology services provider in the UK is seeking a Major Incident Manager with recent banking experience. This role requires a proactive leader focused on incident management and improvement, utilizing ITIL practices and strong communication skills to enhance service delivery. The successful candidate will drive resolution processes while prioritizing customer impact.

Qualifications

• Experience in managing high-priority incidents.
• Ability to facilitate root cause analysis.
• Strong communication and leadership skills.

Responsibilities

• Own and improve incident management processes.
• Drive escalation and proactive communications for incidents.
• Identify trends from data to prevent future incidents.

Skills

Incident process skills

Root cause analysis techniques

Data analysis

ITIL Practices

Stakeholder communication

Education

ITIL qualifications

Job description

Major Incident Manager - Recent Banking experience

The client is looking for a strong Incident Manager with incident process skills.

The resource also supports the delivery of exciting backlogs.

About You:

You're passionate and driven about delivering high-quality technology services.

You're a clear and confident communicator and are used to leading diverse teams through the resolution of complex technical incidents.

You keep the customer's impact front and centre of technical incidents.

You're well versed in ITIL practices and hold qualifications in this area.

You go beyond incident resolution, experienced in various root cause analysis techniques.

You are accustomed to working with data, spotting trends, and taking proactive measures to address causes.

About The Role:

Own, manage, and continually improve incident and problem management policies, processes, and procedures.

Manage and drive the progression of high-priority and escalated incidents, focusing on proactive stakeholder communication, technical escalation, and SLA adherence.

Facilitate root cause analysis of problem records using diverse techniques.

Utilize data, reporting, and trending to identify recurring incident areas and raise proactive problem records.