Major Incident Manager

Overview

The Major Incident Manager will play a leading role in ensuring major incidents are managed according to the standards and protocols of the Major Incident Command Centre. This is an exciting opportunity to contribute to our purpose of helping build financial resilience, moving fairly to a sustainable world, and strengthening the mutual choice for customers.

Responsibilities

• Oversee and coordinate responses to major incidents affecting technology, workplace, and business operations.
• Ensure major incidents are managed to the standards and protocols of the Command Centre.
• Develop, implement, and monitor incident action plans, driving effective resolution while minimising impact on the organisation and its stakeholders.
• Ensure communication is delivered in a timely fashion, tailored to its target audience.
• Build enduring relationships with senior stakeholders to ensure their support and commitment to incident management processes.
• Drive continuous improvement through incident review processes and performance metrics.
• Ensure compliance with regulatory requirements, reporting, and governance protocols.
• Deep understanding of technology and business operations.
• Solid understanding of the ITIL Framework.
• Operational knowledge of IT Service Management and corporate communication tools.
• Knowledge of data analytics, reporting tools, and methodologies.
• Excellent verbal and written communication skills.
• Good understanding of corporate IT policies, standards, and procedures.
• Problem-solving and customer-facing skills in high-pressure situations.
• Ability to lead lifecycle of incidents to a high standard of quality and behaviour.
• Effective stakeholder management at a senior level.

Qualifications

• Deep understanding of technology and business operations.
• Solid understanding of the ITIL Framework.
• Operational knowledge of IT Service Management and corporate communication tools.
• Knowledge of data analytics, reporting tools, and methodologies.
• Excellent verbal and written communication skills.
• Good understanding of corporate IT policies, standards, and procedures.
• Problem-solving and customer-facing skills in high-pressure situations.
• Ability to lead lifecycle of incidents to a high standard of quality and behaviour.
• Effective stakeholder management at a senior level.

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