Major Incident Manager - Banking

JR United Kingdom; York; On-site; GBP 50,000 - 75,000; Full time

Job summary

A leading technology firm is seeking a Major Incident Manager to enhance their service delivery. The role involves managing technical incidents, improving policies, and ensuring effective communication with stakeholders. Candidates should have strong ITIL knowledge, experience in data-driven decision-making, and a commitment to high-quality service delivery.

Qualifications

• Passionate about delivering high-quality technology services.
• Experienced in managing diverse teams through complex technical incidents.
• Focused on proactive stakeholder communication and SLA adherence.

Responsibilities

• Own and improve incident and problem management policies.
• Manage high-priority incident progression and communication.
• Facilitate root cause analysis using various techniques.

Skills

Incident process skills

Clear communication

Root cause analysis techniques

Data analysis

ITIL practices

Education

ITIL qualification

Job description

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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 relevant qualifications.
• You don't stop at incident resolution and are experienced in various root cause analysis techniques.
• You're used to working with data—spotting trends and taking proactive actions to address their 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 progression, and SLA adherence.
• Facilitate root cause analysis of problem records using various techniques.
• Use data, reporting, and trending to identify areas of recurring incidents and raise proactive problem records.