Major Incident Manager

Experis

  • Sheffield
  • Contract
  • Full-time
  • 17 days ago
Location: Remote (The candidate must be available for on-site attendance in the event of a crisis, on an as-needed basis). Sheffield City Centre
Start Date: ASAP
Duration: 31/12/2025
Rate to SSC: £640 Max via UmbrellaRole Description:We are seeking an experienced and proactive Major Incident Manager to join our team in a shift-based role. This position is critical to ensuring the stability and resilience of services within a fast-paced financial services environment. The successful candidate will lead the end-to-end incident management process, leveraging deep expertise to minimize service disruption and uphold regulatory and operational standards.Key Responsibilities:Incident Management
  • Lead the incident management process across global operations, ensuring all incidents are logged, tracked, and resolved promptly.
  • Apply deep knowledge of incident management frameworks within the financial services sector to reduce downtime and maintain service continuity.
Backlog Management
  • Support the resolution of the existing incident backlog, prioritizing based on business impact and urgency.
Communication
  • Provide clear, timely updates to stakeholders at all levels, including senior leadership, on incident status, resolution progress, and post-incident reviews.
Problem Escalation
  • Escalate complex or high-impact incidents to appropriate technical or business teams, ensuring all relevant context and diagnostics are provided.
Service Improvement
  • Analyse incident trends and root causes to identify opportunities for service improvement and risk mitigation.
Training and Mentoring
  • Coach and mentor team members and stakeholders on incident management best practices, with a focus on financial services compliance and operational excellence.
Reporting
  • Produce regular and ad hoc reports on incident metrics, trends, and performance against SLAs and regulatory expectations.
Compliance
  • Ensure all incident management activities align with internal policies, industry standards, and financial regulatory requirements.
Team Collaboration
  • Collaborate closely with global support teams, operations, and business units to maintain a high level of service and responsiveness.
Qualifications:
  • Proven experience in major incident management, ideally within the financial services sector.
  • Strong understanding of regulatory and operational requirements in financial environments (e.g., FCA, SOX, GDPR).
  • Demonstrated ability to manage high-pressure incidents and communicate effectively with technical and non-technical stakeholders.
  • Experience working in a shift-based or 24/7 support model.
  • Strong analytical, problem-solving, and decision-making skills.
  • Proficiency in incident tracking and ITSM tools (e.g., ServiceNow, Jira).
  • Experience mentoring and training teams in incident response and service resilience.
Share this jobAndrew Pennycook E-mailManpowerGroup (NYSE: MAN), the leading global workforce solutions company, helps organisations transform in a fast-changing world of work by sourcing, assessing, developing and managing the talent that enables them to win. We develop innovative solutions for hundreds of thousands of organisations every year, providing them with skilled talent while finding meaningful, sustainable employment for millions of people across a wide range of industries and skills. Our expert family of brands - Manpower, Experis and Talent Solutions - creates substantially more value for candidates and clients across 8 countries and territories and has done so for 70 years.

Experis