Head of SaaS Support

Temenos powers a world of banking that creates opportunities for billions of people and businesses everywhere. We have been doing this for over 30 years through the pioneering spirit of our Temenosians who are passionate about making banking better, together.

We serve over 3000 clients from the largest to challengers and community banks in 150+ countries. We collaborate with clients to build new banking services and state of the art customer experiences on our open banking platform, helping them operate more sustainably.

At Temenos, we have an open minded and inclusive culture, where everyone has the power to create their own destiny and make a positive contribution to the world of banking and society.

The Senior Incident Manager role serves as the primary coordinator during major (P1, P2) incidents, establishing and maintaining ITIL v4 aligned incident management procedures across the organization. The Incident Manager will facilitate efficient incident resolution, conduct post incident reviews, develop documentation, monitor key metrics, and collaborate with Problem Management to address underlying issues causing recurring incidents.

• Lead improvements in organizational incident response capabilities
• Reduce service disruption impact through process optimization
• Build and mentor a high performing incident management team
• Influence IT service resilience through preventative measures
• Contribute to business continuity and disaster recovery planning
• Develop industry leading practices for incident management
• Collaborate across departments to implement enterprise wide solutions
• Drive improvements in key performance metrics including MTTR, MTTA, and incident frequency

• Strong understanding of banking software (Temenos product experience preferred) and banking terminology
• Bachelor's degree in Information Technology, Computer Science, or related field
• ITIL v4 Foundation certification (higher level certifications preferred)
• 3+ years of experience in IT Service Management with focus on incident management
• Experience with ITSM tools (Jira Service Management)
• Experience conducting effective post incident reviews and root cause analyses
• Participation in on call rotation for critical incident response
• Experience in developing incident management processes and documentation
• Strong understanding of incident management principles within ITIL framework
• Excellent communication skills for both technical and non-technical stakeholders
• Leadership abilities during high pressure situations
• Analytical skills for identifying incident patterns and root causes
• Ability to prioritize and coordinate multiple incidents simultaneously
• Strong documentation and reporting capabilities
• Training and mentoring skills to build incident response capabilities
• Problem solving abilities to address complex technical issues

• Care about incident response capabilities
• Commit to IT service resilience
• Collaborateto reduce service disruption
• Challengeand collaborate with Problem Management to address underlying issues

• Maternity leave: Transition back with 3 days per week in the first month and 4 days per week in the second month
• Civil Partnership: 1 week of paid leave if you're getting married. This covers marriages and civil partnerships, including same sex/civil partnership
• Family care: 4 weeks of paid family care leave
• Recharge days: 4 days per year to use when you need to physically or mentally needed to recharge
• Study leave: 2 weeks of paid leave each year for study or personal development

Please make sure to read our Recruitment Privacy Policy.