{"id":3493514,"url":"https://alion.io/job/aztec-group-major-incident-and-problem-manager","title":"Major Incident and Problem Manager","company":{"id":450165,"name":"Aztec Group","domain":"aztec.group","url":"https://alion.io/company/aztec","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":86,"open_postings":4,"ghost_share":0,"stale_share":0.75,"repost_share":0,"time_to_fill_p50_days":21,"computed_at":"2026-11-09T06:03:00Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Southampton, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":49000,"max_usd":94000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":13},"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false}],"status":"live","first_seen_at":"2026-10-30T00:37:17Z","employer_posted_date":"2026-10-30","last_verified_at":"2026-11-09T03:48:13Z","board_verified":true,"closed_at":null,"days_open":10,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":10},"description":"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.\nAbout the role:\nThe 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.\nThe 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.\nThe successful candidate will provide visible stewardship during high-pressure events and strengthen operational resilience through effective governance, reporting, learning and continual improvement.\nKey Responsibilities\nMajor Incident Management\nLead the end-to-end response to major technology incidents, from declaration and mobilisation through service restoration, closure and review.\nAct as the incident commander, establishing clear roles, priorities, decision paths, escalation routes and recovery objectives.\nCoordinate internal teams, suppliers and business stakeholders to remove blockers and restore services safely and quickly.\nMaintain an accurate incident timeline, decision log, action record and agreed source of truth throughout the event.\nEnsure appropriate handover, monitoring and operational validation before an incident is formally closed.\n\nCommunications and Stakeholder Management\nProvide timely, concise and audience-appropriate updates to Technology Leaders, business stakeholders and executive management.\nTranslate complex technical information into clear business impact, risk, recovery status and required decisions.\nManage communications with clients, regulators and other external parties where required, working with Legal, Risk, Compliance and Communications teams.\nFacilitate incident bridges and ensure meetings remain focused on restoration, decisions, ownership and next actions.\n\nProblem Management\nOwn the problem management lifecycle, including identification, prioritisation, investigation, root cause analysis, known errors and closure.\nFacilitate blameless post-incident reviews and ensure root causes, contributing factors and control gaps are evidenced.\nMaintain the problem backlog and drive corrective and preventative actions to agreed owners and target dates.\nIdentify recurring incident themes and work with service owners and engineering teams to remove systemic causes.\nEscalate overdue or high-risk remediation and ensure accepted risks are formally recorded and governed.\n\nGovernance, Reporting and Continual Improvement\nDefine and maintain major incident and problem management policies, processes, severity criteria, templates and operating procedures.\nProduce meaningful metrics and trend reporting covering service impact, restoration performance, recurrence, root causes and action completion.\nSupport operational resilience, audit and regulatory evidence requirements, including clear records of decisions, communications and remediation.\nPlan and facilitate incident simulations and lessons-learned exercises to improve organisational readiness.\nPromote a culture of accountability, learning and continual service improvement across Technology and its suppliers.\n\nCollaboration and Capability Building\nWork closely with Service Operations, Infrastructure, Cloud, Engineering, Cyber Security, Change Management and business service owners.\nCoach incident managers, technical leads and service owners in effective incident command, problem analysis and communication practices.\nClarify operational responsibilities across internal teams and third parties, including out-of-hours escalation and response expectations.\nBuild trusted relationships with senior stakeholders and challenge constructively where risk, ownership or delivery is unclear.\n\nRequired Skills & Experience\nIncident and Problem Management Expertise\nProven experience leading major incidents in a complex, business-critical technology environment.\nStrong practical knowledge of ITIL-aligned incident, major incident and problem management processes.\nDemonstrable experience facilitating root cause analysis and converting findings into sustainable preventative improvements.\nAbility to manage multiple workstreams and maintain control, pace and clarity during high-pressure situations.\n\nOperational Resilience and Governance\n8 - 10 years' experience supporting operational resilience, service continuity, crisis management, audit or regulatory requirements.\nStrong understanding of service risk, critical business services, third-party dependencies and recovery governance.\nExperience defining metrics, producing executive reporting and using trend analysis to drive measurable improvement.\nConfidence managing remediation actions, risk acceptance and escalation through formal governance forums.\n\nStakeholder and Supplier Management\nExcellent written and verbal communication skills, including the ability to brief senior executives clearly and concisely.\nStrong facilitation, negotiation and influencing skills across technical teams, business stakeholders and external suppliers.\nAbility to question constructively, establish clear accountability and secure timely decisions.\nExperience coordinating third-party providers against contractual support, escalation and service obligations.\n\nTools and Analytical Capability\nExperience using IT service management platforms to manage incidents, problems, known errors, actions and reporting.\nStrong analytical skills with the ability to interpret monitoring, service, change and incident data.\nWorking knowledge of modern infrastructure, cloud, networks, applications, cyber security and service monitoring concepts.\n\nQualifications and Domain Knowledge\nITIL Foundation certification is required; advanced ITIL, SIAM, business continuity or crisis management qualifications are desirable.\nExperience working within a geographically distributed organisation and an out-of-hours support model is desirable.\n\nPersonal Attributes\nCalm, decisive and credible under pressure.\nHighly organised, evidence-led and attentive to detail.\nCollaborative and improvement-focused, with a blameless approach to learning.\nAble to work independently, exercise sound judgement and manage competing priorities.\n\nWe 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.\nWe 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:\nDiscretionary bonus scheme\nFlexible, hybrid working\nAbility to work abroad for up to 3 weeks per annum\nGenerous holiday allowance\nPension scheme\nPrivate medical insurance, including eye care\nLife assurance (death in service and critical illness benefit)\nWorldwide travel insurance\nHealth and wellbeing programmes\nOn-site parking","description_format":"text","description_chars":7789,"description_truncated":false,"requirements":{"experience_years_min":8,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Health insurance","Hybrid work","Professional development"],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Custody & Fund Administration"],"lifecycle":[{"event":"open","at":"2026-10-30T00:37:17Z"}],"visa":[],"liveness":{"score":77,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":0.9,"age_days":10,"expected_fill_days":21,"reasons":["conf:2","win:mid"],"computed_at":"2026-11-09T06:03:00Z"},"pay":null,"html_url":"https://alion.io/job/aztec-group-major-incident-and-problem-manager","json_url":"https://alion.io/job/aztec-group-major-incident-and-problem-manager.json","meta":{"generated_at":"2026-11-09T10:28:34Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":11221,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-10T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":450165},"rest":"https://alion.io/mcp/rest/get_company?id=450165"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Faztec-group-major-incident-and-problem-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Faztec-group-major-incident-and-problem-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Faztec-group-major-incident-and-problem-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/aztec-group-major-incident-and-problem-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Faztec-group-major-incident-and-problem-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3493514}},{"tool":"search_jobs","arguments":{"company":"aztec.group","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3493514},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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