Major Incident Manager

Role Title: Major Incident ManagerLocation: Remote (The candidate must be available for on-site attendance in the event of a crisis, on an as-needed basis). Sheffield City CentreStart Date: ASAPDuration: 31/12/2025Rate to SSC: £640 Max via UmbrellaRole 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 ManagementLead 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 ManagementSupport the resolution of the existing incident backlog, prioritizing based on business impact and urgency.CommunicationProvide clear, timely updates to stakeholders at all levels, including senior leadership, on incident status, resolution progress, and post-incident reviews.Problem EscalationEscalate complex or high-impact incidents to appropriate technical or business teams, ensuring all relevant context and diagnostics are provided.Service ImprovementAnalyse incident trends and root causes to identify opportunities for service improvement and risk mitigation.Training and MentoringCoach and mentor team members and stakeholders on incident management best practices, with a focus on financial services compliance and operational excellence.ReportingProduce regular and ad hoc reports on incident metrics, trends, and performance against SLAs and regulatory expectations.ComplianceEnsure all incident management activities align with internal policies, industry standards, and financial regulatory requirements.Team CollaborationCollaborate 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 ..... full job details .....