Major Incident and Problem Manager

At Aztec, we’re committed to building and nurturing a diverse and inclusive workforce where everyone feels valued, respected, and able to grow. We know that different backgrounds, perspectives, and experiences strengthen our business and we welcome applications from all individuals. So, if your experience doesn’t exactly match with every part of the job description, but you are excited about the role, we would still like to hear from you. If you are passionate, curious, innovative and data driven, you could still be a good fit.

About the role:

The Aztec Group is seeking an experienced Major Incident and Problem Manager to own and continually improve the major incident and problem management capabilities across Technology.

The role will lead the response to high-impact technology incidents, coordinate technical and business stakeholders, maintain clear executive communications and drive timely service restoration. It will also establish disciplined problem management practices that identify root causes, reduce repeat incidents and ensure corrective actions are owned, prioritised and completed.

The successful candidate will provide visible stewardship during high-pressure events and strengthen operational resilience through effective governance, reporting, learning and continual improvement.

Key Responsibilities

Major Incident Management

• • Lead the end-to-end response to major technology incidents, from declaration and mobilisation through service restoration, closure and review.
  • Act as the incident commander, establishing clear roles, priorities, decision paths, escalation routes and recovery objectives.
  • Coordinate internal teams, suppliers and business stakeholders to remove blockers and restore services safely and quickly.
  • Maintain an accurate incident timeline, decision log, action record and agreed source of truth throughout the event.
  • Ensure appropriate handover, monitoring and operational validation before an incident is formally closed.

Communications and Stakeholder Management

• • Provide timely, concise and audience-appropriate updates to Technology Leaders, business stakeholders and executive management.
  • Translate complex technical information into clear business impact, risk, recovery status and required decisions.
  • Manage communications with clients, regulators and other external parties where required, working with Legal, Risk, Compliance and Communications teams.
  • Facilitate incident bridges and ensure meetings remain focused on restoration, decisions, ownership and next actions.

Problem Management

• • Own the problem management lifecycle, including identification, prioritisation, investigation, root cause analysis, known errors and closure.
  • Facilitate blameless post-incident reviews and ensure root causes, contributing factors and control gaps are evidenced.
  • Maintain the problem backlog and drive corrective and preventative actions to agreed owners and target dates.
  • Identify recurring incident themes and work with service owners and engineering teams to remove systemic causes.
  • Escalate overdue or high-risk remediation and ensure accepted risks are formally recorded and governed.

Governance, Reporting and Continual Improvement

• • Define and maintain major incident and problem management policies, processes, severity criteria, templates and operating procedures.
  • Produce meaningful metrics and trend reporting covering service impact, restoration performance, recurrence, root causes and action completion.
  • Support operational resilience, audit and regulatory evidence requirements, including clear records of decisions, communications and remediation.
  • Plan and facilitate incident simulations and lessons-learned exercises to improve organisational readiness.
  • Promote a culture of accountability, learning and continual service improvement across Technology and its suppliers.

Collaboration and Capability Building

• • Work closely with Service Operations, Infrastructure, Cloud, Engineering, Cyber Security, Change Management and business service owners.
  • Coach incident managers, technical leads and service owners in effective incident command, problem analysis and communication practices.
  • Clarify operational responsibilities across internal teams and third parties, including out-of-hours escalation and response expectations.
  • Build trusted relationships with senior stakeholders and challenge constructively where risk, ownership or delivery is unclear.

Required Skills & Experience

Incident and Problem Management Expertise

• • Proven experience leading major incidents in a complex, business-critical technology environment.
  • Strong practical knowledge of ITIL-aligned incident, major incident and problem management processes.
  • Demonstrable experience facilitating root cause analysis and converting findings into sustainable preventative improvements.
  • Ability to manage multiple workstreams and maintain control, pace and clarity during high-pressure situations.

Operational Resilience and Governance

• • 8 - 10 years' experience supporting operational resilience, service continuity, crisis management, audit or regulatory requirements.
  • Strong understanding of service risk, critical business services, third-party dependencies and recovery governance.
  • Experience defining metrics, producing executive reporting and using trend analysis to drive measurable improvement.
  • Confidence managing remediation actions, risk acceptance and escalation through formal governance forums.

Stakeholder and Supplier Management

• • Excellent written and verbal communication skills, including the ability to brief senior executives clearly and concisely.
  • Strong facilitation, negotiation and influencing skills across technical teams, business stakeholders and external suppliers.
  • Ability to question constructively, establish clear accountability and secure timely decisions.
  • Experience coordinating third-party providers against contractual support, escalation and service obligations.

Tools and Analytical Capability

• • Experience using IT service management platforms to manage incidents, problems, known errors, actions and reporting.
  • Strong analytical skills with the ability to interpret monitoring, service, change and incident data.
  • Working knowledge of modern infrastructure, cloud, networks, applications, cyber security and service monitoring concepts.

Qualifications and Domain Knowledge

• • ITIL Foundation certification is required; advanced ITIL, SIAM, business continuity or crisis management qualifications are desirable.
  • Experience working within a geographically distributed organisation and an out-of-hours support model is desirable.

Personal Attributes

• • Calm, decisive and credible under pressure.
  • Highly organised, evidence-led and attentive to detail.
  • Collaborative and improvement-focused, with a blameless approach to learning.
  • Able to work independently, exercise sound judgement and manage competing priorities.

We will provide the training, both in house for relevant technical knowledge and also professional qualifications to enhance your professional development. You will need to be quick to learn new systems and business processes and great with people, as close working relationships between our colleagues and clients is at the heart of what we do.

We understand that everyone has different needs, and that’s why our employee package includes a variety of benefits. In addition to a competitive salary, here are some examples of the benefits that we may offer for our permanent roles:

• Discretionary bonus scheme
• Flexible, hybrid working
• Ability to work abroad for up to 3 weeks per annum
• Generous holiday allowance
• Pension scheme
• Private medical insurance, including eye care
• Life assurance (death in service and critical illness benefit)
• Worldwide travel insurance
• Health and wellbeing programmes
• On-site parking