Incident Management Lead

Our client is a globally established and highly regulated financial services group operating across multiple jurisdictions. With a strong presence in FX, CFDs, digital assets, and emerging fintech solutions, the organization supports high-volume, always-on trading platforms serving a large international client base. As part of its continued scale and operational maturity, the group is strengthening its incident response and operational resilience capabilities to ensure platform stability, regulatory compliance, and uninterrupted service delivery.

Role Overview

The Incident Management Lead is responsible for owning the end-to-end incident management framework across technology and business operations. This role plays a critical part in ensuring rapid incident response, effective cross-functional coordination, clear communication, and continuous improvement in a high-availability, regulated financial environment.

The role acts as the central authority during major incidents, driving resolution, minimizing business impact, and ensuring lessons learned are embedded into operational processes.

Key Responsibilities

• Lead and manage the full incident lifecycle, from detection and triage through resolution, post-incident review, and continuous improvement.
• Act as the incident commander for major and high-severity incidents, coordinating across engineering, infrastructure, security, operations, compliance, and business teams.
• Establish, maintain, and continuously enhance incident management policies, procedures, escalation paths, and severity definitions.
• Ensure timely, accurate, and consistent communication to internal stakeholders and senior leadership during incidents.
• Drive root cause analysis (RCA) and post-incident reviews, ensuring corrective and preventive actions are clearly defined, tracked, and implemented.
• Monitor incident trends, recurring issues, and systemic risks, proactively recommending improvements to reduce incident frequency and impact.
• Collaborate closely with change management, problem management, and business continuity teams to strengthen overall operational resilience.
• Ensure incident handling processes align with regulatory, audit, and internal governance requirements.
• Develop incident dashboards, metrics, and reporting to provide visibility on response effectiveness, resolution times, and risk areas.
• Support on-call frameworks, readiness exercises, and simulation drills to ensure teams are prepared for critical scenarios.

Requirements

• Proven experience in incident management, service management, or operational resilience within financial services, fintech, trading platforms, or similarly regulated, high-availability environments.
• Strong understanding of IT service management frameworks (e.g., ITIL) and incident, problem, and change management practices.
• Demonstrated ability to lead high-pressure, time-critical situations with calm, structured decision-making.
• Experience coordinating cross-functional technical and non-technical teams during complex incidents.
• Solid understanding of production systems, infrastructure, cloud environments, and application support models.
• Strong stakeholder management and communication skills, with the ability to brief senior leadership clearly and confidently.
• Experience producing root cause analyses, action plans, and operational risk insights.
• Familiarity with regulatory expectations and audit requirements within financial services is highly preferred.
• Ability to work in a fast-paced, 24/7 operational environment, including participation in on-call or escalation rotations as required.