Key Responsibilities:

• Lead the end-to-end management of critical P1 incidents, ensuring swift resolution and minimal business impact.

• Act as the central point of command and control during high-severity incidents, coordinating across technical teams, vendors, stakeholders, and executive leadership.

• Ensure timely escalation, communication, and documentation throughout the life cycle of each major incident.

• Facilitate post-incident reviews, root cause analysis, and continuous improvement initiatives to prevent recurrence.

• Maintain a robust understanding of banking systems, services, and regulatory expectations related to IT service continuity.

• Work in a 24/7/365 rotating shift pattern, including overnight shifts and weekends, to ensure uninterrupted coverage.

• Build and maintain effective relationships with key business and technology stakeholders.

• Provide regular incident trend analysis and reporting to support service improvement plans.

Requirements:

• Proven experience managing Priority 1 major incidents in a high-pressure, fast-paced environment.

• Demonstrated expertise in Major Incident Management within the financial services or banking industry.

• Strong knowledge of ITIL framework and best practices, particularly in Incident and Problem Management.

• Exceptional communication skills, both verbal and written, with the ability to effectively communicate with senior stakeholders and technical teams.

• Ability to remain calm and composed under pressure, with excellent decision-making skills.

• Willingness and capability to work night shifts, weekends, and holidays as part of a rotating schedule.

• UK-based, with legal right to work in the United Kingdom.

Desirable Qualifications:

• ITIL Foundation or higher certification

• Experience with ServiceNow or other major ITSM platforms

• Familiarity with regulatory frameworks (eg, FCA, PRA) relevant to banking and financial services