The Incident Management Manager / Incident Command Team Lead is accountable for the overall effectiveness, consistency, and maturity of the Incident Management function, including the design, establishment, and leadership of a dedicated Incident Management team.

This role ensures that service-impacting incidents are managed predictably, transparently, and efficiently, reducing recurrence and operational risk.

In addition to hands-on leadership of major incidents, the role provides people leadership, process ownership, and strategic direction, embedding best practices across Incident and Problem Management and driving continuous improvement across the organisation.

Key Accountabilities:

Incident Management Leadership:

- Own and be accountable for the end-to-end Incident Management process, ensuring consistent execution across all service-impacting incidents

- Act as the senior escalation point for major and high-severity incidents, providing clear direction, decision-making, and governance

- Lead and oversee major incident bridge calls, ensuring effective coordination across Service Owners, Application Owners, and resolving teams

- Ensure incidents are logged with complete, accurate, and high-quality data, including impact assessment, timelines, root cause, and resolution details

- Maintain oversight of incident progress to ensure timely resolution and adherence to SLAs and operational standards

- Ensure clear, timely, and audience-appropriate communications are delivered to business users, technology stakeholders, and senior leadership throughout the incident lifecycle

Team Set Up and People Leadership:

- Design, establish, and scale the Incident Management team, defining roles, responsibilities, and operating model

- Recruit, onboard, and develop Incident Coordinators / Incident Commanders as required to support global operations

- Provide day-to-day line management, coaching, and performance management for the Incident Management team

- Establish on-call, rota, and coverage models to ensure 24/7 incident leadership and resilience where required

- Build team capability through training, mentoring, and continuous skills development

- Foster a calm, decisive, and collaborative culture, ensuring the team can operate effectively under pressure during major incidents

Post Incident Review and Continuous Improvement:

- Own the production, quality assurance, and timely delivery of Post-Incident Reports (PIRs)

Lead and chair post-incident retrospectives, ensuring :

- Process adherence is reviewed

- Lessons learned are clearly documented

- Corrective and preventive actions are defined, owned, and tracked

- Ensure post-incident findings are documented and transitioned into knowledge management and continuous improvement initiatives

- Perform quality reviews of incident records and outputs to ensure consistency, accuracy, and compliance with standards

Problem Management Oversight:

- Proactively identify recurring, high-impact, or systemic incidents and ensure they are formally transitioned into Problem Management

- Govern the Problem Management lifecycle, ensuring effective progression through:

1. Identification

2. Assessment and prioritisation

3. Root Cause Analysis (RCA)

4. Resolution and closure

- Chair Problem Management review forums, ensuring:

1. Clear ownership and accountability

2. Blockers are escalated and resolved

3. Status, risk, and progress are clearly communicated to management

- Ensure corrective actions are tracked through to completion and embedded into operational practices

Reporting and Stakeholder Management:

- Develop and maintain incident and problem performance dashboards and reporting, including:

1. MTTR and SLA performance

2. Incident trends and recurrence

3. Queue health and backlog management

- Produce and distribute monthly operational, service level, and management reports, tailored to operations, senior leadership, and risk/compliance audiences

- Chair weekly global incident review meetings and lead monthly reviews with Compliance and Operational Risk Management teams

- Act as a key stakeholder partner across Technology, Operations, ITSM, and the business

Process Ownership and Future Scope:

- Drive continuous improvement of Incident and Problem Management processes, tooling, and ways of working

- Partner with ITSM and engineering teams to embed best practices, standardisation, and operational maturity

- Support potential future expansion of process ownership, including:

1. Change Management

2. Knowledge Management

Skills and Experience:

- Proven experience leading Incident Management and/or Major Incident functions in complex, production environments

- Demonstrated experience building, leading, and developing teams, including operating models and coverage structures

- Strong leadership presence with the ability to remain calm, decisive, and effective during high-severity incidents

- Excellent written and verbal communication skills, with experience engaging senior leadership and non-technical stakeholders

- Strong analytical and problem-solving skills, including Root Cause Analysis and trend identification

- Solid understanding of governance, risk, and compliance requirements relevant to incident and problem management

- Strong stakeholder management and cross-functional collaboration skills