Senior Incident Manager

Whatyouwill be doing:

• Lead and coordinate the incident response team during critical service disruptions
• Supports a computer operations environment that meets all service level agreements, e.g., 24x7 availability, response time parameters, etc. and availability targets.
• Make quick decisions about escalation and prioritization
• Ensure proper documentation of the incident timeline and actions taken
• Manage the bridge call or incident war room
• Provide regular status updates to leadership and affected business units
• Coordinate with external vendors or third-party providers if needed

Prevention and Preparation:

• Develop and maintain incident management procedures and playbooks
• Ensure incident response plans are up-to-date and tested regularly
• Train team members on incident response procedures
• Review incident patterns to identify systemic issues
• Work with teams to implement preventive measures
• Maintain contact lists and escalation procedures
• Coordinate regular disaster recovery and business continuity exercises
• Recommend process improvements based on lessons learned
• Update documentation and procedures based on experience

What You Bring:

• 8+ years experience of working on Major Incidents for UK/US clients
• Bachelor s degree or the equivalent combination of education, training, or work experience
• Ability to organize tasks and priorities effectively and under minimal supervision
• Strong communication & analytical skills
• Must be good with multi-tasking.