As an Incident Commander, you will be responsible for coordinating and leading efforts across ICT when a major or critical incident is declared. You will provide leadership and a centralised chain of command during high stakes and high stress incidents. You will be responsible for the critical or major incident management process, ensuring the business is as prepared as it can be for when an incident occurs. You will be someone with leadership skills, great communication skills and some technical expertise. You will have a deep understanding of incident command systems, emergency protocols and best practices in crisis management. The Incident Commander is responsible for the end-to-end management of all major or critical incidents
Centralised leadership and point of contact for all major or critical incidents
Responsible for the complete major and critical incident management process, engaging in continual service improvement by taking advantage of opportunities to increase the speed and reliability of response (high velocity support)
Drive and lead the incident bridge until the resolution of major or critical incidents; identifying and engaging with appropriate responders and stakeholders at the right times
Ensure all communications, updates or notifications for major or critical incidents are sent adhere to our SLAs and OLAs
Provide updates or escalations to senior leadership and key stakeholders
Responsible for the post incident review process (also known as a postmortem)
Act as a post incident review facilitator
Work with the IRG lead and reporting teams to deliver clear major or critical incident management metrics
Qualification
At least three (3) years' experience working in IT service management, or a similar role
Strong ITIL knowledge and an understanding of its use in a DevSecOps environment
Problem-solving and analytical skills
Organizational and coordination abilities
Adaptability and resilience in dynamic environments
Other highly desirable skills are
Experience or involvement in project work alongside normal incident manager or major incident manager duties
Azure/AWS certifications
Interest in latest technologies outside the working environment
Knowledge of the Insurance Industry and Financial Risk software
About The Financial Services
Financial Services provide data-driven, insight-led solutions in the areas of people, risk and capital. Leveraging the global view and local expertise of our colleagues serving 140 countries and markets, we help you sharpen your strategy, enhance organizational resilience, motivate your workforce and maximize performance.
