Major Incident Manager - Banking

JR United Kingdom; Hemel Hempstead; On-site; GBP 55,000 - 80,000; Full time

Job summary

A leading technology services client in the UK seeks a Major Incident Manager in Hemel Hempstead. The role demands expertise in incident processes, leading teams through technical challenges, ensuring customer impacts are minimized, and adhering to ITIL best practices. A focus on data analysis and root cause analysis will be key for success.

Qualifications

• Experience managing high-priority incidents within a banking context.
• Familiar with ITIL practices and methodologies.
• Ability to lead teams during complex technical incidents.

Responsibilities

• Own and improve incident and problem management processes.
• Manage resolution of escalated incidents with stakeholders.
• Facilitate root cause analysis and identify trends.

Skills

Incident Management

ITIL Practices

Communication

Root Cause Analysis

Data Analysis

Education

Relevant ITIL Certification

Job description

Major Incident Manager - Recent Banking experience

The client is seeking a skilled Incident Manager with expertise in incident processes.

The role involves supporting the delivery of backlogs and managing incident resolution.

About You:

• You are passionate and driven about delivering high-quality technology services.
• You are a clear and confident communicator, experienced in leading diverse teams through complex technical incidents.
• You prioritize the customer's impact during incident management.
• You are well-versed in ITIL practices and hold relevant qualifications.
• You have experience in root cause analysis techniques beyond incident resolution.
• You are comfortable working with data to identify trends and take proactive measures.

About The Role:

• Own, manage, and improve incident and problem management policies, processes, and procedures.
• Manage and drive resolution of high-priority and escalated incidents with proactive stakeholder communication, technical escalation, and SLA adherence.
• Facilitate root cause analysis of problem records using various techniques.
• Use data, reporting, and trending to identify recurring incident areas and raise proactive problem records.