Incident Problem Manager

Thomson Keene; South Dublin; On-site; EUR 92,000 - 111,000; Full time

Job summary

Thomson Keene is seeking an Incident Manager for a daily rate contract based in South Dublin. This hands-on role leads major incident response, coordinates cross-functional recovery, and communicates clearly to stakeholders during the incident lifecycle.

The ideal candidate has proven experience managing P1/P2 incidents in financial services, chairs incident bridge calls, and drives post-incident reviews to prevent recurrence. On-site presence is required three days per week in South Dublin.

Qualifications

• Proven experience leading major incidents in enterprise environments.
• Strong stakeholder management and communication skills.
• Ability to coordinate cross-functional teams during live outages.

Responsibilities

• Lead end-to-end management of Major Incidents (P1/P2) and restore services.
• Chair incident bridge calls and coordinate technical teams during outages.
• Drive incident triage, impact assessment, prioritisation, and recovery efforts.
• Act as central point of coordination between Engineering, Infrastructure, Application Support, Cyber Security, Cloud, Network, and Vendor teams.
• Provide timely, accurate communications to technology leadership and senior business stakeholders.
• Maintain executive visibility of incident status, risks, and recovery timelines.
• Ensure incidents are managed per governance and service management standards.
• Facilitate post-incident reviews and root cause analysis sessions.
• Track remediation actions and drive permanent fixes and improvements.
• Identify recurring issues and support ongoing platform resilience improvements.
• Contribute to evolution of Major Incident Management processes and reporting.

Skills

Incident management

Stakeholder management

Communication

Leadership

Education

ITIL certification

Tools

ITIL framework

Job description

Our financial services client based in South Dublin is seeking an Incident Manager to lead the coordination and resolution of major technology incidents within a fast-paced Financial Services environment.

Please note this is a daily rate contract role, it's 3 days per on-site in South Dublin with an expected daily rate of 500-600/day depending on experience.

This is a hands-on individual contributor role responsible for driving incident response, facilitating technical triage, coordinating recovery activities, and ensuring clear communication to business and technology stakeholders throughout the incident lifecycle.

The successful candidate will bring strong operational leadership, excellent stakeholder management skills, and practical experience managing critical incidents across complex enterprise technology environments.

Key Responsibilities

• Lead end-to-end management of Major Incidents (P1/P2), ensuring rapid restoration of services and minimisation of business impact.
• Chair incident bridge calls and coordinate technical teams during live service outages.
• Drive incident triage, impact assessment, prioritisation, and recovery efforts.
• Act as the central point of coordination between Engineering, Infrastructure, Application Support, Cyber Security, Cloud, Network, and Vendor teams.
• Provide timely, accurate, and audience-appropriate communications to technology leadership, business stakeholders, and senior management.
• Maintain executive visibility of incident status, risks, mitigation plans, and recovery timelines.
• Ensure incidents are managed in accordance with established governance, operational resilience, and service management standards.
• Facilitate post-incident reviews and root cause analysis sessions.
• Track remediation actions and drive accountability for permanent fixes and control improvements.
• Identify recurring service issues and support continuous improvement initiatives to enhance platform stability and operational resilience.
• Contribute to the evolution of Major Incident Management processes, tooling, and reporting.

Required Experience

• Proven experience as an Incident Manager, Major Incident Manager, Service Operations Manager, IT Operations Manager, or similar role.
• Demonstrable experience leading high-severity incidents in complex enterprise environments.
• Strong experience managing technical bridge calls and coordinating cross-functional recovery teams under pressure.
• Experience producing concise and effective incident communications for both technical and non-technical audiences.
• Excellent stakeholder management skills with the ability to engage confidently with senior business and technology leaders.
• Strong understanding of production support, service operations, and incident management best practices.
• Ability to make decisions and drive actions during high-pressure situations.
• Experience facilitating root cause analysis and post-incident review activities.

Preferred Experience

• Background within Financial Services, Banking, Payments, Capital Markets, Insurance, or FinTech environments.
• Experience supporting business-critical customer-facing platforms and regulatory-sensitive environments.
• Knowledge of operational resilience, service continuity, and change management practices.s.
• Experience working within 24x7 operational support organisations.
• ITIL certification or equivalent Service Management knowledge.