Senior Incident Manager

Role Description

The Incident Management team at FNZ play a crucial role in owning the technical Incident Management process that is used to recover services during a Major Incident (Severity 1 or Severity 2 incidents) to manage interruptions or unplanned outage to business and client critical systems, platforms and processes.

The Senior Incident Manager will lead Incident and Problem Management tickets in their region and directly manage an Incident Manager on a day-to-day basis supporting on any escalations and ensuring the global Incident Management process is effectively implemented and followed on a day-to-day basis.

The Senior Incident Manager will work collaboratively with technical and non-technical teams to successfully recover services and ensure effective communication is issued to internal and external stakeholders during incidents.

The Senior Incident Manager will also lead discussions during Post Incident reviews working closely alongside other teams in FNZ to identify lessons learned and opportunities of improvement and to ensure these are progressed by the right teams adhering to FNZ processes.

The Senior Incident Manager will also be responsible for the production and delivery of MI relevant to the role and be an active participant in IT audits.

The role is a great opportunity to directly contribute to an evolving process providing input to continuously improve the Incident Management process.

Organisational Design

The Senior Incident Manager reports to the Head of Incident Management.

Role Responsibilities

• Ensure the Incident Management process is followed by all teams during a Major incidents
• Manage a direct report within the region providing support, guidance and acting as an escalation point
• Responsible for all Major incident and Problem tickets within the region
• As a Senior Incident Manager, use knowledge and experience to assess and analyse a situation and apply judgement to the best course of action to invoke the incident process and to minimise impact and effectively resolve the incident
• Lead technical and non-technical discussions managing the progress of actions throughout the lifecycle of the incident
• Ensure incident details and a clear and realistic action plan are documented and circulated throughout the incident
• Ensure consistent and timely internal and external stakeholder communication to a wide-ranging audience including executive communication
• Work collaboratively with internal teams to ensure internal processes such as Risk, Compliance and Audit are adhered to and ensure any regulatory reporting is completed during the incident

Engage with delivery teams to ensure a smooth integration of change

Work closely with Service Delivery teams to ensure clear, concise communication during an incident

Ensure post incident reviews occur for every Major incident and actions are tracked and closed timely with appropriate escalation as needed

Lead key workstreams or projects as required to continuously improve the incident management process

Producing and maintaining documents that outline incident management protocols

Working with other Senior incident managers to ensure a seamless transition of incidents

Maintain incident management logs for the purposes of reporting

Production of MI to help manage service and identify risks and improvements

Performance Assessment

KPI reporting – issue management performance against KPIs

Performance – performance metrics during core and non-core hours

Reliability – test results and performance during real failure events

Experience Required

• Minimum 5 years relevant Incident Management experience