Senior Incident Command & Problem Manager

Aztec Financial Services (Luxembourg); Southampton; On-site; GBP 90,000 - 130,000; Full time

Job summary

Aztec Group seeks an experienced Major Incident and Problem Manager to own and continually improve major incident and problem management capabilities across Technology. The role leads high-impact technology incident responses, coordinating technical and business stakeholders to restore services and drive root-cause analysis for permanent improvements.

You will steward high-pressure events, communicating with Technology Leaders and executives while strengthening governance, learning and continual

Qualifications

• Proven experience leading major incidents in a complex, business-critical technology environment.
• Strong practical knowledge of ITIL-aligned incident, major incident and problem management processes.
• Demonstrable experience facilitating root cause analysis and converting findings into sustainable preventative improvements.
• Ability to manage multiple workstreams and maintain control, pace and clarity during high-pressure situations.

Responsibilities

• Lead the end-to-end major incident response from declaration to service restoration and review.
• Act as incident commander with clear roles, priorities and recovery objectives.
• Coordinate internal teams, suppliers and stakeholders to remove blockers and restore services.
• Maintain incident timelines, decision logs and source of truth throughout events.
• Provide timely executive communications and ensure appropriate handover and validation on closure.
• Define and maintain major incident and problem management policies and templates.
• Produce meaningful metrics and trend reports on service impact and restoration performance.
• Promote accountability and continual service improvement across Technology and suppliers.

Skills

Major incident leadership

ITIL processes

Root cause analysis

Incident & problem management

Stakeholder management

Job description

Aztec Group seeks an experienced Major Incident and Problem Manager to own and continually improve major incident and problem management capabilities across Technology. The role leads high-impact technology incident responses, coordinating technical and business stakeholders to restore services and drive root-cause analysis for permanent improvements.

You will steward high-pressure events, communicating with Technology Leaders and executives while strengthening governance, learning and continual