Major Incident Manager

Experis - ManpowerGroup • TRAFFIC • Yorkshire, Sheffield, United Kingdom • 14h ago

Role Title: Major Incident Manager
Location: Remote (The candidate must be available for on-site attendance in the event of a crisis, on an as-needed basis). Sheffield City Centre
Start Date: ASAP
Duration: 31/12/2025
Rate to SSC: £640 Max via Umbrella

Role Description:

We are seeking an experienced and proactive Major Incident Manager to join our team in a shift-based role. This position is critical to ensuring the stability and resilience of services within a fast-paced financial services environment. The successful candidate will lead the end-to-end incident management process, leveraging deep expertise to minimize service disruption and uphold regulatory and operational standards.

Key Responsibilities:

Incident Management

Lead the incident management process across global operations, ensuring all incidents are logged, tracked, and resolved promptly.
Apply deep knowledge of incident management frameworks within the financial services sector to reduce downtime and maintain service continuity.

Backlog Management

Support the resolution of the existing incident backlog, prioritizing based on business impact and urgency.

Communication

Provide clear, timely updates to stakeholders at all levels, including senior leadership, on incident status, resolution progress, and post-incident reviews.

Problem Escalation

Escalate complex or high-impact incidents to appropriate technical or business teams, ensuring all relevant context and diagnostics are provided.

Service Improvement

Analyse incident trends and root causes to identify opportunities for service improvement and risk mitigation.

Training and Mentoring

Coach and mentor team members and stakeholders on incident management best practices, with a focus on financial services compliance and operational excellence.

Reporting

Produce regular and ad hoc reports on incident metrics, trends, and performance against SLAs and regulatory expectations.

Compliance

Ensure all incident management activities align with internal policies, industry standards, and financial regulatory requirements.

Team Collaboration

Collaborate closely with global support teams, operations, and business units to maintain a high level of service and responsiveness.

Qualifications:

Proven experience in major incident management, ideally within the financial services sector.
Strong understanding of regulatory and operational requirements in financial environments (e.g., FCA, SOX, GDPR).
Demonstrated ability to manage high-pressure incidents and communicate effectively with technical and non-technical stakeholders.
Experience working in a shift-based or 24/7 support model.
Strong analytical, problem-solving, and decision-making skills.
Proficiency in incident tracking and ITSM tools (e.g., ServiceNow, Jira).
Experience mentoring and training teams in incident response and service resilience.

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