Lead Incident Manager

Lead Incident Manager

Initial 10-month contract

£553/day inside IR35

Remote based

At Lorien, they're excited to partner with their retail banking financial services client to find an experienced Group (Business) Incident Manager.

In this role, you'll assess incidents raised through ServiceNow to understand their impact and determine if central management is required. You'll also assist in ensuring that all Bronze or Silver incidents are managed to resolution, understanding root causes, and facilitating Post Incident Reviews to detail relevant actions and identify lessons learned.

You'll play a fundamental service role in communicating with business stakeholders across the bank, providing incident updates, and ensuring actions are completed. You'll support the Senior Group/Business Incident Manager in ensuring appropriate escalations are undertaken in accordance with bank policies.

This role requires you to support enhancements to the Group Incident management procedure and framework, ensuring a continuous improvement mindset across the Service Management department. You'll identify opportunities to enhance processes that could add value to the team and wider TOCS, improving customer and colleague experience, efficiency, and ensuring regulatory compliance.

Day-to-Day Responsibilities:
· Actively lead or support Senior Group and Major Incident Managers on Bronze or Silver incidents to ensure effective and timely service restoration through the Incident Management process, working with technical and business teams to agree on appropriate actions to minimize customer and operational impact.
· Support the Senior Group and Major Incident Managers in providing timely updates to business stakeholders on incident status, service impact, and actions/timelines to restore service through appropriate communication channels.
· Ensure appropriate escalations are undertaken in accordance with bank policies.
· Run and document Post Incident Reviews (PIRs) with root cause and agreed actions, actively tracking these actions to completion.
· Provide accurate, timely, and relevant management reporting.
· Undertake continual service improvements of the Incident Management process.
· Monitor tools such as ServiceNow, Teams channels, and Downdetector daily to enable early detection of incidents.
· Support enhancements to the Group Incident management procedure and framework.
· Ensure a continuous improvement mindset across the Information Service Management team, identifying opportunities to enhance processes that could add value to the team and wider TOCS, improve customer experience, efficiency, and ensure regulatory compliance.
· Prioritize demands and deliver in a fast-moving and challenging environment.
· Work out-of-hours/standby to support incidents and major IT releases 24/7/365.

Essential Skills and Experience:
· Group (Business) Incident Management experience.
· Strong leadership and development skills and experience.
· Understanding of key technologies and applications that underpin the bank-defined Important Business Services processes.
· Ability to cope with multiple priorities in a rapidly changing and dynamic environment.
· Strong communication skills.
· Experience in partner engagement through incidents, PIRs, and/or service reviews.
· Tenacity, resilience, and flexibility.

Carbon60, Lorien & SRG - The Impellam Group STEM Portfolio are acting as an Employment Business in relation to this vacancy.