Major Incident Manager - Banking

JR United Kingdom; Wolverhampton; On-site; GBP 45,000 - 70,000; Full time

Job summary

A leading company in the banking sector seeks a Major Incident Manager to enhance incident management processes and lead technical resolutions. The role demands strong leadership, ITIL expertise, and a focus on customer impact. The ideal candidate will proactively manage incidents while improving practices through data-driven insights.

Qualifications

• Experienced in incident management and resolving technical incidents.
• Well-versed in ITIL practices.
• Able to conduct root cause analysis and utilize data for trend identification.

Responsibilities

• Own and improve incident & problem management policies and procedures.
• Manage high-priority incidents focusing on stakeholder communication and SLA adherence.
• Facilitate root cause analysis using various techniques.

Skills

Communication

Incident Management

ITIL

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 front and center during technical incidents.
• You're well-versed in ITIL practices and have relevant qualifications.
• You have experience in root cause analysis techniques beyond incident resolution.
• You are experienced in working with data to identify trends and take proactive measures.

About The Role:

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