Incident Manager

Overview

• Design and implement an enterprise-wide incident management program from the ground up.
• Collaborate with stakeholders to unify fragmented incident response processes across IT, Security, and business teams.
• Develop governance structures, executive-level business cases, and operational frameworks for incident management.
• Create severity classification and communication playbooks tailored to investment operations.
• Establish audit-ready documentation meeting regulatory control requirements.
• Transition to operational ownership, leading major incident responses and driving root cause analysis.
• Collaborate with cross-functional teams to harmonize existing informal processes.
• Expand into Problem Management as the incident management program matures.

Key Responsibilities & Duties

• Assess current state across teams and design unified incident management processes.
• Develop executive-level presentations, business cases, and program roadmaps for incident management maturity.
• Design governance frameworks and decision-making protocols for incident response.
• Create stakeholder engagement and change management strategies to drive adoption.
• Develop severity matrix tied to business impact and create runbooks and playbooks.
• Build audit-ready documentation meeting regulatory controls.
• Coordinate major incident responses, running war rooms and maintaining command structure.
• Lead post-incident root cause analysis and drive remediation into SDLC pipeline.
• Partner with Security, IT, and Risk teams to harmonize processes and build consensus.

Job Requirements

• Bachelor’s degree in a relevant field or equivalent work experience.
• 8+ years of experience in Incident Management and ITSM processes.
• Demonstrated experience managing major incidents in complex environments.
• Track record of driving process adoption through influence rather than authority.
• Experience in regulated industries, preferably financial services.
• ITIL certification (Foundation minimum; Expert/Strategic preferred).
• Familiarity with regulatory frameworks such as SOX and DORA.
• Strong communication skills with the ability to partner across technical and business teams.
• Outstanding organizational skills and attention to detail.