Senior Incident Manager

Xpertise Recruitment; Greater London; Hybrid; GBP 45,000 - 75,000; Full time

Job description

A leading cybersecurity organisation is seeking a Senior Incident Manager to take ownership of high-priority escalations and major incidents, ensuring efficient resolution and minimal disruption to customers. This role involves coordinating cross-functional teams, managing communication with key stakeholders, and driving continuous improvement in incident management processes.

As part of a global team, you will play a vital role in maintaining service excellence, ensuring rapid response to critical issues, and refining processes to prevent future incidents. You'll be implementing a major incident management process and continuously looking to improve processes.

Location: Buckinghamshire - hybrid

Key Responsibilities:

• Lead and oversee the resolution of major incidents, ensuring timely action and effective coordination.
• Work with internal teams to streamline escalation processes and maintain consistency across global operations.
• Drive clear communication with customers, internal stakeholders, and senior leadership regarding incident status and resolution.
• Conduct post-incident reviews and root cause analysis to implement preventative measures.
• Manage a team of incident managers, providing guidance and operational oversight.
• Ensure detailed documentation of resolution procedures to enhance knowledge sharing and service improvement.
• Deliver regular reports on incident trends and overall service performance.

Key Skills & Experience:

• 2-5 years of experience in IT service operations, with 2+ years in escalation/incident management.
• Strong knowledge of incident management frameworks, preferably ITIL-certified.
• Implemented a major incident management process and delivered process improvement.
• Understanding of network security solutions, such as Firewalls, Web Gateways, or Endpoint security tools.
• Excellent problem-solving, leadership, and communication skills.
• Ability to work under pressure, manage multiple priorities, and drive resolution in high-stakes environments.
• Previous experience in a customer support or helpdesk setting.

This is an exciting opportunity to be part of a fast-paced, innovative environment where you will make a real impact on cybersecurity incident management. If you’re passionate about driving service excellence and leading high-priority resolutions, we’d love to hear from you.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Information Technology

Industries

Information Services and Technology, Information and Media