Technology Incident Manager/Lead

Capital Group; London; On-site; GBP 125,000 - 150,000; Full time

Job summary

A leading financial services firm in London is seeking a Technology Incident Manager/Lead to ensure the stability of IT systems globally. This role involves leading incident recovery during business-impacting events, collaborating with cross-functional teams, and driving improvements in event monitoring through technology solutions. Ideal candidates will have over 5 years of leadership experience, strong technical skills, and a passion for mentoring. Competitive compensation and an annual performance bonus are offered.

Benefits

Annual performance bonus

Retirement plan with 15% contribution

Qualifications

• 5+ years of leadership experience in a technology field.
• Interest in automating processes and exploring ML/AI solutions.
• Strong technical expert with business insight.

Responsibilities

• Lead triage during business-impacting events to restore IT services.
• Collaborate with cross-functional teams to improve event monitoring.
• Engage with ITG boards and committees.

Skills

Hands-on experience with observability platforms

Data-driven outcomes

Process automation

Mentoring

Leadership in technology

Technical expertise

Strong communication skills

Education

Bachelor's degree in Computer Science or related field

Tools

Splunk

Datadog

Job description

Overview

“I can succeed as a Technology Incident Manager /Lead at Capital Group.”

As one of our global Operations Command Center (OCC) Technology Incident Managers / Leads, you work in a dynamic and challenging environment, ensuring the operational stability of Capital Group’s IT systems 24/7/365, around the world.

During a business impacting event, the Technology Incident Manager / Lead will lead and drive the triage and action plan to restore IT business services. In this role, leveraging broad knowledge of Capital Group applications, infrastructure, ITSM, problem solving, teamwork and execution of action plans, you will facilitate incident recovery. When not actively restoring service, your focus will be driving IT change rigor, improving event monitoring, and collaborating with cross-functional teams to leverage machine learning and artificial intelligence – all in support of IT’s success in support of the Capital Group business.

Working as an Incident Manager / Lead in the OCC will exponentially expand your knowledge into the workings of both the business and IT. As part of our core mission, you will regularly interact with Capital Group\'s Senior Leaders.

You will partner across all aspects of ITG: participating in and supporting the Change Approval Board (CAB), Incident Response Board (IRB), Problem Review Board (PRB), presenting at the Production Operations Committee (POC), as well as partnering and collaborating across all teams within ITG.

Responsibilities

• Lead triage and action planning during business-impacting events to restore IT business services.
• Leverage broad knowledge of Capital Group applications, infrastructure, ITSM, and problem solving to facilitate incident recovery.
• Drive change rigor and improve event monitoring; collaborate with cross-functional teams to explore ML/AI options and solutions.
• Engage with ITG boards and committees (CAB, IRB, PRB) and present at the Production Operations Committee (POC).
• Partner across ITG teams to support incident response and service restoration efforts.
• Mentor others and contribute to a culture of excellence within the OCC.

Qualifications

• Hands-on experience with observability platforms like Splunk and Datadog.
• A passion for data and data-driven outcomes.
• Interest in automating processes and exploring ML/AI options and solutions.
• Willingness to learn, grow, and evolve from every situation, especially those linked to our business objectives.
• Strong desire to lead, mentor, and contribute to a culture of excellence.
• At least 5 years of leadership experience in a technology field, including application development and cloud technologies.
• Existing IT technology leader with a breadth of technical experience across multiple disciplines.
• Live Capital Group core values to guide passion for delivering the best IT service and support.
• Recognized as a team player with a focus on everyone’s success; drive associate engagement and collaborate with cross-functional teams.
• Technical expert with strong business insight and a commitment to continuous learning.
• Proven experience driving technology solutions, resolving complex technical problems, and cultivating innovative technology solutions.
• Strong communication skills with the ability to adjust communication style for different audiences.
• Proven track record of influencing beyond your immediate team.
• Bachelor’s degree in Computer Science, Engineering, or a related technical field, or commensurate experience.

Compensation and Benefits

In addition to a highly competitive base salary, per plan guidelines, restrictions and vesting requirements, you also will be eligible for an individual annual performance bonus, plus Capital’s annual profitability bonus and a retirement plan where Capital contributes 15% of your eligible earnings.

You can learn more about our compensation and benefits here.

* Temporary positions in Canada and the United States are excluded from the above mentioned compensation and benefit plans.

Equal Opportunity

We are an equal opportunity employer, which means we comply with all federal, state and local laws that prohibit discrimination when making all decisions about employment. As equal opportunity employers, our policies prohibit unlawful discrimination on the basis of race, religion, color, national origin, ancestry, sex (including gender and gender identity), pregnancy, childbirth and related medical conditions, age, physical or mental disability, medical condition, genetic information, marital status, sexual orientation, citizenship status, AIDS/HIV status, political activities or affiliations, military or veteran status, status as a victim of domestic violence, assault or stalking or any other characteristic protected by federal, state or local law.