Major Incident /Production Support Manager (iBank/Temp)

We are hiring a seasoned VP-Level Major Incident Manager to lead end-to-end management of high-severity technology incidents across a complex, regulated environment. You will command incidents from detection through restoration, ensure crisp executive communications, drive cross-technology recovery, and influence decisions that directly impact operational stability.

What you'll do:

• Lead and coordinate major incidents across infrastructure, applications, middleware, cloud, EUC, network, identity, data, and third parties
• Establish and manage incident command structure, including team roles, bridge calls, and communications, ensuring clear ownership and rapid triage
• Drive restoration by coordinating technical SMEs, vendors, and operations teams; remove blockers and manage dependencies
• Maintain operational discipline by tracking timelines, actions, risks, and decisions; provide real-time updates to senior management
• Manage senior stakeholders across Technology and Business: set expectations, manage impact narratives, and escalate decisively
• Perform risk and impact analyses, rapidly assessing the wider implications of outages (business, regulatory, reputational, and security impact) and drive timely escalation and mitigation decisions
• Execute Change and Problem Management responsibilities as needed, including post-incident stakeholder management and risk assessment
• Perform concise handovers of live incidents to ensure seamless transitions within the follow-the-sun operational model

What you'll bring:

• 3+ years leading major incidents in a large-scale, 24/7 production environment within financial services
• Proven ability to act as incident commander under pressure with strong operational judgment
• Strong understanding of modern technology stacks (distributed systems, cloud, networks, identity, databases, messaging)
• Exceptional logical and problem-solving skills, particularly for unfamiliar technology systems
• Solid grasp of cybersecurity concepts and operational risk, including the ability to pivot incident response for potential security impact
• Experienced in ITIL-aligned practices (Incident, Problem, Change) in enterprise environments
• Outstanding written and verbal communication skills; able to translate technical detail into business risk and action
• Strong stakeholder management and influencing skills; able to challenge senior technology leadership respectfully
• Excellent organizational skills with the ability to manage multiple concurrent tasks
• Knowledge of enterprise infrastructure including:
• Operating Systems (Unix, Windows, Mainframe)
• Storage (NFS, SAN, NAS)
• Databases (DB2, Sybase, GreenPlum)
• Web Infrastructure (Load Balancers, Web Proxies)
• Data Centers (Cooling, Power, Infrastructure)
• Networks (Switch, Router, DNS, DHCP, Firewalls)
• Virtualization (Hypervisors)
• Authentication (Kerberos, PKI, SiteMinder, LDAP, Active Directory)
• Cloud Platforms (SaaS, IaaS, PaaS – Azure, AWS)

Robert Walters Operations Limited is an employment business and employment agency and welcomes applications from all candidates