Major Incident Manager in the Command Centre

Swift; Leiden; On-site; EUR 90,000 - 125,000; Full time

Job summary

Swift is seeking a Major Incident Manager to join its Command Centre in a role that will coordinate complex incidents across technical, operational, business, and external stakeholders. You will ensure responses are fast, disciplined, and clear, protecting resilience in a global financial infrastructure.

Ideal candidates will have experience in incident management within regulated environments, strong communication and governance awareness, and comfort with on-call rotations and 24/7 operations.

Qualifications

• Experience in incident management, operations, service management, resilience, or a related field in regulated environments.
• Strong communication and coordination skills with diverse stakeholders.
• Proven ability to influence without authority and manage stakeholders effectively.
• Good judgment, structured thinking, and disciplined action prioritization.
• Continuous improvement mindset aimed at stronger processes and resilience.
• Understanding governance, risk, and regulatory considerations in critical environments.
• Comfort with 24/7 context and on-call rotation.

Responsibilities

• Coordinate major incident response across service owners, technical teams, vendors, and business stakeholders.
• Drive containment and recovery with timely escalation, decisions, actions, and communication.
• Provide clear communications to senior management, customers, and overseers.
• Contribute to post-incident learning, process improvements, tooling, and preparedness.
• Use data to identify trends and opportunities to improve response and governance.
• Assist stakeholders in understanding incident management expectations and ways of working.

Skills

Incident management

Operations

Resilience

Governance

Stakeholder management

Communication skills

On-call mindset

Job description

About Us

We’re the world’s leading provider of secure financial messaging services, headquartered in Belgium. We are the way the world moves value – across borders, through cities and overseas. No other organisation can address the scale, precision, pace and trust that this demands, and we’re proud to support the global economy.

About Us

We’re the world’s leading provider of secure financial messaging services, headquartered in Belgium. We are the way the world moves value – across borders, through cities and overseas. No other organisation can address the scale, precision, pace and trust that this demands, and we’re proud to support the global economy.

We’re unique too. We were established to find a better way for the global financial community to move value – a reliable, safe and secure approach that the community can trust, completely. We’re always striving to be better and are constantly evolving in an ever-changing landscape, without undermining that trust. Five decades on, our vibrant community reflects the complexity and diversity of the financial ecosystem. We innovate diligently, test exhaustively, then implement fast. In a connected and exciting era, our mission has never been more relevant.

Swift now has a presence in 200+ countries and legal territories to serve a community of more than 12,000 banks and financial institutions.

Swift’s Command Centre is at the centre of how we protect the resilience of a critical global financial infrastructure. We provide the coordination, governance, and communication needed to manage high-impact incidents and ensure Swift remains trusted, secure, and able to deliver around the clock. Working closely with internal and external stakeholders, the team plays a key role in safeguarding service continuity, strengthening operational excellence, and continuously improving how Swift responds to disruption.

As a Major Incident Manager in Swift’s Command Centre, you will be at the heart of our response to high-impact operational disruptions. You will coordinate complex incidents across technical, operational, business, and external stakeholders, ensuring that Swift responds with speed, discipline, and clarity when it matters most. This is a highly visible role with real influence, offering the opportunity to make a direct contribution to the resilience of a critical global ecosystem.

The role is ideal for someone who is from a regulated industry, stays calm under pressure, can lead through influence, and is comfortable making progress in fast-moving and ambiguous situations. The scope goes well beyond service outages and includes any event that could significantly affect Swift’s services, customers, staff, premises, or reputation. In a context of continued technology, regulatory, and geopolitical change, you will help ensure Swift remains resilient, prepared, and trusted by the global financial community.

This role offers a unique opportunity to combine operational leadership, stakeholder management, and resilience expertise in an environment where your work has visible and lasting impact. It is well suited to an experienced professional who enjoys working across boundaries, solving complex problems, and helping an organisation perform at its best during its most critical moments.

Responsibilities

As part of the Command Centre team, you will help strengthen Swift’s operational resilience and incident management capability. The role calls for sound judgment, strong coordination, and a continuous improvement mindset, with a focus on managing major incidents effectively while helping evolve the processes, reporting, and readiness that support Swift’s resilience agenda.

• Coordinate major incident response across service owners, technical teams, vendors, and business stakeholders, acting as a central point of coordination during high-impact events.
• Drive impact containment and service recovery by ensuring timely escalation, decision-making, action tracking, and communication throughout the incident lifecycle.
• Provide clear communication to internal and external stakeholders, including senior management, Executive Committee, customers, and overseers where required.
• Strengthen operational readiness and resilience by contributing to post-incident learning, process improvement, tooling enhancements, and broader preparedness activities.
• Use data and insights to improve performance by identifying trends, recurring issues, and practical opportunities to enhance response effectiveness and governance.
• Support awareness and adoption by helping stakeholders understand incident management expectations, roles, and ways of working across the organisation.

Qualifications

• Experience in incident management, operations, service management, resilience, or a related field, ideally in a complex, high-availability and regulated environment.
• Strong communication and coordination skills, with the ability to stay composed under pressure and engage effectively with technical teams, operational stakeholders, senior management, and external parties.
• Proven stakeholder management skills, including the ability to build trust, align different perspectives, and lead through influence rather than hierarchy.
• Good judgment and a structured way of working, with the ability to assess situations quickly, prioritise effectively, and move actions forward in a disciplined way.
• A continuous improvement mindset, with an interest in turning operational lessons into stronger processes, better tooling, and improved resilience outcomes.
• Awareness of governance, risk, and regulatory considerations, and an understanding of how they influence incident and resilience management in critical environments.
• Comfort working in a 24/7 context, including participation in an on-call or rotational support model where required.

Why join Swift

Joining Swift means contributing to the resilience of a critical global financial infrastructure in a role where your work has visible, meaningful impact. You will work with experienced colleagues across functions and geographies, tackle complex challenges, and help shape how Swift prepares for and responds to disruption in an evolving operational, regulatory, and geopolitical environment.

What We Offer

We give you the freedom to be yourself. We are creating an environment of unique individuals – like you – with different perspectives on the financial industry and the world. A diverse and inclusive environment in which everyone’s voice counts and where you can reach your full potential.

We are committed to an inclusive and accessible recruitment process.

All requests are confidential and will not affect your candidacy.