Incident and Problem Manager

• Up to £75,000 (DOE)
• Central London (3 days on-site per week)
• Permanent

Are you an experienced Incident & Problem Manager eager to shape the future of enterprise technology? A leading fintech organisation is seeking a skilled professional to join their Enterprise Technology function in London.

Job Title: Incident & Problem Manager
Job Type: Permanent
Working Arrangement: Hybrid (3 days on-site per week)
Office Location: London

This is an exciting opportunity to play a pivotal role in evolving incident and problem management frameworks, utilising cutting-edge technologies and AI-driven methods. You'll collaborate with a high-impact team, influencing strategic direction and fostering a culture of customer obsession, operational excellence, and growth.

Responsibilities:

• Take ownership of the management, communication, and resolution of incidents, working closely with Engineering, Product, Customer Services, and third parties to ensure rapid containment, resolution, and mitigation of customer impact.
• Deliver clear, concise, and executive-quality written communications during and after incidents, ensuring all internal and external audiences are accurately informed.
• Cultivate a culture of accountability and transparency across teams, ensuring high standards for incident management and communication.
• Lead and oversee root cause analyses for major or recurring incidents; define and implement preventative measures to reduce future occurrences.
• Oversee and continually enhance KPIs and performance metrics related to incident and problem management.
• Spearhead continuous improvement initiatives to keep processes agile and aligned with evolving business needs.
• Prepare and distribute well-structured reports and summaries on incident and problem metrics to stakeholders, including executive leadership and customer-facing teams.
• Ensure process documentation, runbooks, and templates are maintained, accurate, and written to a high professional standard.

What We're Looking For

• Minimum of 5 years' experience in IT incident and problem management, with at least 2 years in a senior capacity, ideally within SaaS or platform environments.
• Proven expertise in platform operations and experience supporting transitions from project to live product (payments industry experience is advantageous but not essential).
• Strong proficiency with modern incident management tools (eg, Jira Service Management, incident.io, FireHydrant, PagerDuty, Slack) and AI-powered process optimisation.
• Demonstrated ability to communicate complex technical information clearly to both technical and non-technical audiences - including executives and customers.
• Exceptional written communication skills with proven, demonstrable experience of producing articulate, accurate, and digestible content independently under time pressure.
• Experience applying SRE principles to problem management and preventative analysis.
• Skilled in influencing and collaborating across cross-functional and executive teams.
• Data-driven mindset with the ability to identify and act on opportunities for continuous improvement.
• Creative, proactive, adaptable, and resilient in a fast-paced, ever-changing environment.

To be considered, please ensure you complete your application on the Computappoint website.

Services offered by Computappoint Limited are those of an Employment Business and/or Employment Agency in relation to this vacancy.