Major Incident Manager - Banking

JR United Kingdom; Coventry; On-site; GBP 50,000 - 80,000; Full time

Job summary

A leading technology services company in the UK seeks a Major Incident Manager with a strong background in banking. This role is pivotal in managing incidents, driving communication, and ensuring adherence to SLA while continuously improving incident management processes. Candidates must possess ITIL qualifications and strong data-driven incident resolution skills.

Qualifications

• Passionate about delivering high-quality tech services.
• Experienced in driving diverse teams through technical incidents.
• Used to working with data to spot trends.

Responsibilities

• Manage and improve incident & problem management processes.
• Drive escalated incidents with focus on communication and SLA adherence.
• Facilitate root cause analysis using various techniques.

Skills

Incident process skills

Clear communication

Technical incident resolution

Root cause analysis

Data analysis

Education

ITIL certification

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 of technical incidents front and centre.
• You're well versed in ITIL practices and have qualifications in this space.
• You don't stop at incident resolution and are experienced in root cause analysis techniques.
• You're used to working with data—spotting trends and taking proactive actions.

About The Role:

1. Own, manage, and continually improve incident & problem management policies, processes, and procedures.
2. Manage and drive the progression of high-priority and escalated incidents with a focus on proactive stakeholder communication, technical progression, and SLA adherence.
3. Facilitate root cause analysis of problem records using various techniques.
4. Use data, reporting, and trending to identify areas of recurring incidents to raise proactive problem records.