Incident Manager

Job Description

End Date Thursday 30 October 2025 We Support Flexible Working - Click here for more information on flexible working options Flexible Working Options Hybrid Working Job Description Summary We are seeking a detail-oriented and decisive Incident Manager to oversee and coordinate incident management processes across IT systems, people-related events, and physical building incidents. The Incident Manager will ensure that all incidents are managed efficiently and effectively, minimizing disruption to business operations and maintaining a high level of service continuity. This role is pivotal in fostering resilience across technology, personnel, and facility domains. Job Description About Us: Our modern technology centre in Hyderabad will be home to highly skilled technology and data specialists who will be driving our transformation and delivering great outcomes for Lloyds Banking Group s customers. Our office is situated in a sought-after location that features easy transport links and excellent facilities, all aimed at enabling you to achieve a great work-life balance. Working with us means being part of our aspirational and transformative journey of redefining the fintech landscape, while building an organisation that welcomes all. We are committed to providing an exceptional employee experience through our policies, practices, and development opportunities to support you in achieving your potential. Opportunity to be a part of a mission; shaping finance as a force for good - Lloyds Banking Group s mission is to create a sustainable and inclusive future for people and businesses, shaping finance as a force for good. We, at Lloyds Technology Centre, play a key part in delivering this. We are also guided by our values in shaping the way we work and how we make decisions. This creates an environment where colleagues love to work and can make a positive impact. Range of exclusive benefits and rewards - We value your contributions and will ensure that your total reward experience reflects the expertise you bring and impact you create. We also strive to provide a holistic proposition that meets your wellbeing needs. Our total reward practices help us create an ecosystem where you can thrive, ensuring your essential needs are met so you can focus on your personal growth and future success. Career elevating opportunities - At Lloyds Technology Centre, you will be empowered to take charge of your career journey through personalized career mentorship from experienced mentors, leadership development programs, and stretch assignments. You will be able to access opportunities for continuous learning and exposure to new experiences through job shadowing and cross-functional collaboration on projects. Future skill building opportunities - Being part of Lloyds Banking Group, who are known for their market leading practices in learning and development, Lloyds Technology Centre is committed to help you achieve your personal and professional aspirations. You will have access to role specific learning pathways & training, targeted accelerated development programs and professional certifications & qualifications. Inclusive and diverse workplace - At Lloyds Technology Centre, you will be part of an inclusive workplace where everyone feels valued, respected, and empowered. We embrace and celebrate diversity at every level of our workforce, valuing and respecting you for your unique identity. Incident Management - Manager- Level E Job Summary: We are seeking a detail-oriented and decisive Incident Manager to oversee and coordinate incident management processes across IT systems, people-related events, and physical building incidents. The Incident Manager will ensure that all incidents are managed efficiently and effectively, minimizing disruption to business operations and maintaining a high level of service continuity. This role is pivotal in fostering resilience across technology, personnel, and facility domains. Key Responsibilities: Incident Coordination & Response: Lead the end-to-end management of incidents, including IT outages, personnel safety incidents, and building emergencies, ensuring rapid resolution and minimal business impact. Stakeholder Communication: Act as the primary point of contact during incidents, providing timely and accurate communication to leadership, impacted stakeholders, and relevant departments. Escalation Management: Ensure incidents are escalated appropriately to senior leadership and specialized teams based on severity and potential business impact. Process Ownership: Develop, maintain, and continuously improve the Incident Management framework, ensuring alignment with organizational policies, compliance requirements, and industry best practices. Post-Incident Review (PIR): Lead comprehensive post-incident reviews to identify root causes, document findings, and recommend corrective and preventive actions. Collaboration: Liaise with IT teams, Security, Facilities Management, HR, and other business units to ensure coordinated incident response efforts. Training & Awareness: Facilitate incident management awareness and readiness programs across teams, including conducting simulations, drills, and tabletop exercises. Reporting & Metrics: Develop and maintain incident logs, dashboards, and regular reports to track trends, performance metrics, and areas for improvement. Business Continuity Support: Support the Operational Resiliency function in ensuring preparedness for business disruptions and alignment with continuity plans. Availability: Participate in an on-call rotation to manage high-severity incidents, including outside business hours, as required. Required Qualifications : Bachelor s degree in Information Technology, any MBA/PG with project management expertise, Business Continuity, Facilities Management, or a related field. 10- 15 years experience in incident management, crisis management, or a related operational role. Strong knowledge of incident management frameworks (e.g., ITIL) and risk management practices. Excellent communication, leadership, and coordination skills across multi-disciplinary teams. Experience managing IT, personnel safety, and facility-related incidents. Demonstrated ability to remain calm and effective under pressure. Preferred Qualifications : ITIL Foundation Certification or equivalent preferred. Experience with incident management tools (ServiceNow, etc.). Familiarity with Business Continuity, Disaster Recovery, and Emergency Response principles. Knowledge of occupational health and safety regulations and facility management procedures. Certification good to have but not mandatory: CBCP (Certified Business Continuity Professional) - DRI (Disaster Recovery Institute) CIM (Certified Incident Manager) - International Association of emergency Managers CISA (Certified Information System Auditor) CRISC (Certified in Risk and information systems Control) Key Competencies: Strong stakeholder management, Analytical and critical thinking ,Decision-making under pressure ,Collaborative approach ,Attention to detail ,Resilience and adaptability About the Role: The Incident Manager will play a critical role within the Operational Resiliency function, ensuring organizational preparedness and swift, structured responses to any incident affecting IT systems, people, or physical assets. This role is integral to safeguarding business continuity and protecting the organizations people, technology, and infrastructure.