Incident Manager

FNZ Group; City of Edinburgh; On-site; GBP 40,000 - 60,000; Full time

Job summary

A global wealth management platform in the United Kingdom seeks an Incident Manager to oversee and improve incident management processes. The incumbent will lead discussions, ensure communication, and produce documentation throughout the incident lifecycle. Ideal candidates should have at least 3 years of experience, be highly self-motivated, and possess excellent problem-solving skills. Join a fast-paced environment where your expertise can enhance operational excellence.

Qualifications

• Minimum 3 years of relevant experience.
• Passionate about creating innovative solutions.
• Highly self-motivated and able to take initiative.

Responsibilities

• Ensure the Incident Management process is followed.
• Lead discussions managing the action plan during incidents.
• Produce management information to help manage service.

Skills

Problem-solving abilities

Excellent organisational skills

Team communication skills

Ability to learn quickly

Job description

**Role Description**The **Incident Management team** at FNZ plays a critical role in overseeing the technical Incident Management process. This process is key to recovering services during Major Incidents (Severity 1 or Severity 2), managing interruptions or unplanned outages to business-critical and client-critical systems, platforms, and processes.As an **Incident Manager**, you will:* Lead cross-functional discussions with technical and non-technical teams to ensure timely service recovery during incidents.* Communicate effectively with internal and external stakeholders, providing clear and timely updates throughout the incident lifecycle.* Facilitate **Post-Incident Reviews** to identify lessons learned and drive continuous improvement by collaborating with FNZ teams to ensure actions are implemented and aligned with FNZ processes.* Produce and deliver relevant management information (MI) and reports, contributing to informed decision-making.* Actively participate in IT audits, providing insights and ensuring compliance.This role offers a unique opportunity to have a direct impact on refining and enhancing the **Incident Management process**. Your input will contribute to its continuous evolution, ensuring FNZ remains resilient and responsive in managing critical incidents.This position is ideal for professionals passionate about process improvement, collaborative problem-solving, and driving operational excellence within a fast-paced environment.**Key Role Responsibilities*** Ensure the Incident Management process is followed by all teams during a Major incidents* Assess and analyse a situation and apply judgement to the best course of action to invoke the incident process and to minimise impact and effectively resolve the incident.* Lead technical and non-technical discussions managing the progress of actions throughout the lifecycle of the incident* Ensure incident details and a clear and realistic action plan are documented and circulated throughout the incident* Ensure consistent and timely internal and external stakeholder communication* Work collaboratively with internal teams to ensure internal processes such as Risk, Compliance and Audit are adhered to and ensure any regulatory reporting is completed during the incident* Engage with delivery teams to ensure a smooth integration of change* Work closely with Service Delivery teams to ensure clear, concise communication during an incident* Ensure post incident reviews occur for every Major incident and actions are tracked and closed timely with appropriate escalation as needed* Support with carrying out actions to continuously improve the incident management process* Produce and maintaining documents that outline incident management protocols* Working with other incident managers to ensure a seamless transition of incidents* Maintain incident management logs for the purposes of reporting* Production of MI to help manage service and identify risks and improvements**Performance Assessment****KPI reporting** – issue management performance against KPIs**Availability** – uptime during core and non-core hours**Performance** – performance metrics during core and non-core hours**Reliability** – test results and performance during real failure events**Experience required*** Minimum 3 years relevant experience* Ability to learn quickly in a dynamic fast-paced industry* Enjoy working as part of a high performance team* Passionate about creating innovative solutions for customers.* Highly logical* Highly self motivated and directed* Confident, independent, able to take initiative and with a delivery focused working style.* Proven problem-solving abilities.* Ability to effectively prioritize and execute tasks in a high-pressure environment.* Excellent organisational, administration and time management skills.* Good team communication skills, confident in dealing with internal and external clients.* Highly developed written and oral communication skills.* Interest / familiarity with financial markets and products**Applications close on 31 January**, however we are reviewing candidates on a rolling basis and may close the role earlier if the right person is found. If this opportunity aligns with your experience, we encourage you to apply as soon as possible.*About FNZ**FNZ is committed to opening up wealth so that everyone, everywhere can invest in their future on their terms. We know the foundation to do that already exists in the wealth management industry, but complexity holds firms back.**We created wealth’s growth platform to help. We provide a global, end-to-end wealth management platform that integrates modern technology with business and investment operations. All in a regulated financial institution.**We partner with the world’s leading financial institutions, with over US$2.2 trillion in assets on platform (AoP). Together with our clients, we empower nearly 30 million people across all wealth segments to invest in their future.*