Incident Manager

Role Overview

We are seeking an experienced Incident Manager to lead the management and resolution of critical technology and cybersecurity incidents within a complex enterprise environment.

This role will be responsible for driving the end-to-end Major Incident Management process, ensuring rapid service restoration, minimizing business impact, and maintaining effective stakeholder communication throughout the incident lifecycle. The successful candidate will act as the central point of coordination during high-priority incidents, bringing together technical teams, business stakeholders, vendors, and leadership to achieve timely resolution and continuous service improvement.

The ideal candidate will have strong expertise in Major Incident Management, Service Operations, ITIL Practices, Crisis Management, Problem Management, Service Delivery, and Stakeholder Communications, with experience working in banking, financial services, or highly regulated environments.

Key Responsibilities

• Lead and coordinate Major Incident (P1/P0) response activities across technology, infrastructure, application, cloud, and cybersecurity domains.
• Act as Incident Commander during high-severity incidents, driving recovery efforts and ensuring effective resolution.
• Facilitate incident bridge calls and coordinate cross-functional technical teams during major service disruptions.
• Provide timely and accurate communications to business stakeholders, senior leadership, and executive management.
• Assess business impact and ensure appropriate escalation paths are followed.
• Monitor incident progress and drive teams towards agreed restoration targets and service level commitments.
• Manage incident lifecycle activities including identification, logging, triage, escalation, communication, resolution, and closure.
• Conduct post-incident reviews, root cause analysis, and lessons learned workshops.
• Track corrective and preventive actions to reduce recurring incidents.
• Collaborate with Problem Management and Change Management teams to improve operational stability.
• Maintain incident management procedures, playbooks, runbooks, and governance frameworks.
• Produce incident dashboards, service reports, trend analysis, and management reporting.
• Lead regular incident simulations, disaster recovery exercises, and operational readiness activities.
• Coordinate with external vendors, service providers, and technology partners during critical incidents.
• Drive continuous improvement initiatives across service operations and incident management processes.

Required Skills & Qualifications

• 8+ years of experience in Incident Management, Major Incident Management, Command Centre Operations, Service Delivery, or IT Operations.

• Proven experience managing high-priority incidents in large-scale enterprise environments.

• Strong expertise in:

  • Major Incident Management
  • IT Service Management (ITSM)
  • Problem Management
  • Change Management
  • Crisis Management
  • Service Delivery Management
  • Risk Management

• Strong understanding of ITIL best practices and operational governance frameworks.

• Experience managing global incident response activities across multiple regions and time zones.

• Expertise in stakeholder communication, executive reporting, and crisis communications.

• Strong analytical and decision-making capabilities within high-pressure environments.

• Ability to coordinate multiple technical teams during critical production incidents.

• Experience driving root cause analysis and continuous service improvement initiatives.

• Strong understanding of technology operations, infrastructure, applications, cloud services, and cybersecurity operations.

• Excellent leadership, facilitation, negotiation, and communication skills.

Preferred Skills & Experience

• Banking or financial services industry experience.
• Experience within Security Operations Centres (SOC), Cybersecurity Operations, or Command Centre functions.
• Understanding of cybersecurity incidents, threat response, and operational resilience.
• Experience supporting 24x7 global operations and follow-the-sun support models.
• Exposure to cloud environments including AWS and Azure.
• Familiarity with monitoring and observability platforms.
• Experience managing vendor and third-party service providers.
• Strong knowledge of operational risk, business continuity, and disaster recovery processes.

Tools & Technologies

• ServiceNow ITSM
• Splunk
• Grafana
• ITSM Platforms
• Monitoring & Observability Tools
• Incident Management Platforms
• Dashboard & Reporting Solutions

Certifications

Preferred

• ITIL V4 Foundation or Higher
• PMP (Project Management Professional)
• Lean Six Sigma
• AWS Cloud Practitioner
• Certified Incident Manager Certifications
• Service Management Certifications

Education & Qualifications

• Bachelor's degree in Information Technology, Computer Science, Cybersecurity, Engineering, Business Information Systems, or related field.
• Relevant certifications in IT Service Management, Project Management, Cybersecurity, or Cloud Technologies are highly advantageous.

Halian Group

With over 28 years of experience, we have come to understand that innovation is the only way to provide agile, practical solutions that transform businesses and careers. Our resourcing and smart services help you to realise tomorrow's potential. Discover the amazing things possible when you bring the right people and the right technologies together.

At Halian, we recognise that diversity, equity, and inclusion (DEI) are essential to building high-performing teams for our clients. We are committed to connecting organisations with top talent from all backgrounds, ensuring that every individual feels valued, respected, and empowered to contribute their unique perspectives.

We encourage applications from all qualified candidates, regardless of race, gender, disability, or any other characteristic that makes them unique.

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