Incident Manager

Macquarie Bank Limited; Greater London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A global financial services firm in Greater London is seeking an Incident Manager to enhance service reliability and minimize technology disruptions. You’ll lead incident responses, ensuring quick resolutions while coordinating with teams globally. The ideal candidate possesses strong problem-solving skills and experience with tools like Atlassian suite and Azure. The role offers a supportive team environment, emphasizing innovation and collaboration, with competitive benefits including wellbeing leave and flexible work arrangements.

Benefits

25 days of annual leave

Paid parental leave

Volunteer leave

Wellbeing benefits

Professional development opportunities

Hybrid working arrangements

Qualifications

• Experience in leading the coordination of responses to priority technology incidents.
• Ability to oversee technical incident bridges and provide leadership.
• Experience with post-incident reviews and driving continuous improvement.

Responsibilities

• Coordinate responses to priority technology incidents, ensuring timely resolutions.
• Work closely with global stakeholders to reimagine service delivery.
• Balance reliability and resilience of services while supporting emerging technologies.

Skills

Incident management

Problem-solving

Analytical thinking

Excellent communication

Attention to detail

Commercial mindset

Tools

Atlassian suite

GCVE

Azure

BMC Helix

Grafana

Job description

Our vision in the Corporate Operations Group division is to innovate and empower for a better future, this means delivering intuitive technology with people in mind. Our DNA is customer engagement, findings ways to innovate and do things differently, connecting data with engineering, driving digitalisation and providing reliable and secure services. Join our Enterprise Service Management team and contribute to increasing the availability of our products and services and reducing technology disruption risk. The integrity and resilience of our services are critical to ensure they are ‘always on’ for Macquarie’s businesses.

At Macquarie, our advantage is bringing together diverse people and empowering them to shape all kinds of possibilities. We are a global financial services group operating in 31 markets and with 56 years of unbroken profitability. You’ll be part of a friendly and supportive team where everyone - no matter what role - contributes ideas and drives outcomes.

What role will you play?

As an Incident Manager in the EMEA region, you will be part of a global ‘follow-the-sun’ function that fosters reliability, risk management and operational excellence culture. Our team has a performance-oriented culture driven by positive team dynamics. We create measurable value for our customers by delivering high quality services based on our principles-based technology standards. These standards and practices are based on robust core risk management and service reliability principles, which guides us on timely detection, investigation, remediation, and reporting of priority technology incidents, and taking measures to be resilient against technology incidents, minimising repeats through effective problem management methods and controls, whilst also adopting, maturing and expanding industry best practices such as Site Reliability Engineering (SRE).

You will work closely with key stakeholders across the globe to achieve our objective of reimagining service delivery and providing laser-like focus on all three fronts; resilience, agility and innovation. You will be a team player and seamlessly balance the reliability and resilience of our services whilst supporting emerging technology trends and transformational initiatives with a focus on digital and data.

What you offer

• Experience in leading the coordination of responses to priority technology incidents, ensuring timely resolutions and communication with all stakeholders
• Experience in reducing the impact of priority incidents and providing efficient resolutions
• Ability to oversee technical incident bridges, providing guidance and leadership to technical teams and business stakeholders throughout priority incidents
• Ability to conduct comprehensive post-incident reviews, documenting lessons learned and driving continuous improvement through a strong risk lens
• Experience in aligning incident management strategies with business objectives and IT service management functions
• Excellent problem-solving skills and the ability to think analytically
• Strong attention to detail with proven ability in decision-making during priority incidents
• Excellent communication skills, with the ability to explain complex concepts in simple terms
• Commercial and pragmatic mindset with a passion for modern practices such as Site Reliability Engineering (SRE), AIOps and discovering smarter ways of delivering automated services eliminating toil
• Experience with Atlassian suite, GCVE, Azure, BMC Helix and Grafana

We love hearing from anyone inspired to build a better future with us, if you're excited about the role or working at Macquarie we encourage you to apply.

What we offer

• 1 wellbeing leave day per year and a minimum of 25 days of annual leave.
• 26 weeks’ paid parental leave for primary caregivers along with 12 days of paid transition leave upon return to work and 6 weeks’ paid leave for secondary caregivers.
• Paid fertility leave for those undergoing or supporting fertility treatment.
• 2 days of paid volunteer leave and donation matching.
• Access to a wide range of salary sacrificing options.
• Benefits and initiatives to support your physical, mental and financial wellbeing including comprehensive medical and life insurance cover.
• Access to our Employee Assistance Program, a robust behavioural health network with counselling and coaching services.
• Access to a wide range of learning and development opportunities, including reimbursement for professional membership or subscription.
• Access to company funded emergency and backup dependent care services.
• Recognition and service awards.
• Hybrid and flexible working arrangements, dependent on role.
• Reimbursement for work from home equipment.

About Technology

Technology enables every aspect of Macquarie, for our people, our customers and our communities. We’re a global team that is passionate about accelerating the digital enterprise, connecting people and data, building platforms and applications and designing tomorrow’s technology solutions.

Our commitment to diversity, equity and inclusion

We are committed to providing a working environment that embraces diversity, equity, and inclusion. We encourage people from all backgrounds to apply regardless of their identity, including age, disability, neurodiversity, gender (including gender identity or expression), sexual orientation, marriage or civil partnership, pregnancy, parental status, race (including ethnic or national origin), religion or belief, or socio-economic background. We welcome further discussions on how you can feel included and belong at Macquarie as you progress through our recruitment process. Our aim is to provide reasonable adjustments to individuals as required during the recruitment process and in the course of employment. If you require additional assistance, please let us know during the application process.