Incident Manager
First seen by Alion on Sep 11, 2026.
Job description :
We are looking for ServiceNow Developers and Application with a ITSM & ITAM Major Incident Manage , Change Management Developers.
Job Title : Major Incident Manager
Department : IT Service Management (ITSM)
Reporting To : Head of ITSM
Role Overview :
As a Major Incident Manager, you will be responsible for leading the response to high-impact IT incidents that affect critical banking services.
You will coordinate cross-functional teams to ensure rapid resolution, minimise business disruption, and maintain clear communication with stakeholders at all levels.
This role is pivotal in maintaining service continuity and upholding customer trust in a highly regulated, high-availability environment.
Key Responsibilities :
- Lead and coordinate the end-to-end management of major incidents (P1/P2), ensuring timely resolution and minimal impact to business operations.
- Act as the single point of contact (SPOC) for all major incidents, providing authoritative updates to internal and external stakeholders, including senior leadership.
- Drive incident bridges with technical teams, vendors, and third parties to facilitate rapid diagnosis and resolution.
- Ensure accurate and timely communication, including incident notifications, updates, and post-incident summaries.
- Initiate and lead post-incident reviews (PIRs), ensuring root cause analysis (RCA) is completed and corrective actions are tracked to closure.
- Maintain and improve the Major Incident Management process, aligning with ITIL best practices and customer SLAs.
- Collaborate with Problem Management to identify trends and prevent recurrence of major incidents.
- Support service readiness for new or changed services, ensuring incident response plans are in place.
- Contribute to continuous improvement initiatives across ITSM processes.
Required Skills & Experience :
- Proven experience in Major Incident Management within a banking or financial services environment.
- Strong understanding of ITIL v4 (or v3) framework - ITIL certification preferred.
- Excellent communication and stakeholder management skills, including experience engaging with C-level executives.
- Ability to remain calm under pressure, make decisions quickly, and lead teams in high-stress situations.
- Familiarity with core banking platforms, infrastructure, and cloud technologies.
- Experience with ITSM tools (e., ServiceNow, BMC Remedy, Cherwell).
- Strong analytical and problem-solving skills.
Desirable :
- Experience working in regulated environments (e.g. , FCA, PRA compliance).
- Knowledge of cybersecurity incident response processes.
- Exposure to DevOps and Agile environments.
Work Conditions :
- On-call rotation and availability during off-hours for critical incidents.
- Hybrid working model with occasional travel to customer sites or data centers
Skills
ServiceNow, ServiceNow ITSM, ITIL, Integrated Service Management, Incident Management, SLA, Problem Management, Remedy, Cherwell Service Management