Incident Manager

Skills

About the Role

You will manage the full lifecycle of critical incidents, from severity assessment through resolution and post-incident review. You will coordinate resolver groups, chair war rooms, communicate with senior stakeholders, govern problem records and risks, identify service trends, and deliver reporting and process improvements.

Requirements

• 5+ years of experience in globally dispersed, controls-driven Service Management teams
• 2+ years managing Incident and/or Problem Management processes in a CI/CD environment
• Stakeholder management across technical, business, and regulatory audiences
• Written and verbal communication skills
• Data analysis and incident trend analysis
• ITIL V3 Foundation certification
• Familiarity with ServiceNow and Jira

Responsibilities

• Assess incident severity and coordinate resolver groups
• Chair war rooms and major incident calls
• Communicate incident status to senior management and business stakeholders
• Own end-to-end Problem Management governance
• Log and progress problems and risks in ServiceNow and Jira
• Chair Problem Review Meetings and drive problems to closure
• Analyse incident trends and deliver service improvements
• Coordinate with Change, Release, and ITIL process teams
• Produce monthly Incident and Problem Management reports

Benefits

• Matched fundraising donations
• Flexible working hours and work-from-home opportunities
• Performance-related bonuses
• Insurance and medical plans
• Gym membership contribution
• Free lunch and snacks
• Birthday leave
• Two days of volunteering leave per year