Specialist Incident Commander

Incident Response Commander

This role is accountable for the effectiveness consistency and continuous improvement of the Incident Management process ensuring incidents are managed predictably transparently and in a way that reduces recurrence andoperational risk.

The Incident Coordinator provides process leadership for the coordination and communication of all service-impacting outages ensuringtimelyresolution and minimal impact to customers and downstream users. Working in partnership with technical teams and business stakeholders across the organisation the role structures andfacilitatesincident investigation and resolution activities whilemaintainingend-to-end ownership of the incident lifecycle.

The role is focused on incident identification logging and clustering coordination of resolution efforts stakeholder communication post-incident tracking and formal closure. Following incident resolution the role leads incident retrospectives and post-mortem activities to ensure lessons learned are documented actions are clearly owned and systemic issues are progressed into problem management and continuous improvement initiatives.

Following Incident Management process this role plays a key role in the Problem Management process by ensuring that recurring high-impact or systemic incidents areidentified analysed and progressed beyond incident resolution. The rolefacilitatesand chairs problem review forums asrequired ensuring root cause analysis is completed to an agreed standard corrective and preventive actions are defined and progress is tracked through to resolution.

Additionally the roleis responsible forproactivelyidentifyingtrends patterns and underlying issues from incident data post-incident reviews and operational metrics and ensuring these are formally transitioned into Problem Management with clear ownership and prioritisation.

Responsibilities:

Incident Management:

• Ensure all major incidents are accurately logged in the relevant toolset with complete and high-quality data captured (impact urgency affected services timeline resolution details etc.)

• Lead andfacilitatemajor incident bridge calls coordinating investigation and resolution activities with Service/Application Owners and resolving teams

• Provide cleartimely and audience-appropriate communications throughout the incident lifecycle tailored for business users technology stakeholders senior management

• Maintain oversight of incident progress to ensuretimelyresolution and adherence toagreed SLAs and operational standards

• Manage the production and publication of Post-Incident Reports (PIRs) ensuring consistency completeness andtimelydelivery

• Lead post-incident retrospectives ensuring:

• Process adherence is reviewed

• Lessons learned are documented

• Corrective actions are clearly defined owned and tracked

• Ensure post-incident recovery steps and findings are documented to support process improvements and knowledge base creation

• Chair weekly global incident review meetings focusing on key incidents resolution quality and follow-up actions

• Lead monthly incident reviews with Compliance and Operational Risk Management teams

Problem Management:

• Proactivelyidentifyrecurring high-impact or systemic issuesobservedduring incident management and formally transition them into Problem Management

• Ensure problems are accurately logged with sufficient data to support effective Root Cause Analysis (RCA)

• Govern the Problem Management lifecycle ensuring problems progress through: Identification assessment and prioritisation Root Cause AnalysisResolutionand closure

• Ensure all action items are recorded and managed as relevant problem tasks

• Chair Problem Management review forums ensuring: Clear ownership and accountability Blockers are escalated and resolved Status and risk are communicated effectively to management

Reporting:

• Develop andmaintainincident and problem performance dashboards and reports including:

• Produce and distribute monthly service level operational and management reporting tailored to the needs of different audiences (operations senior leadership risk/compliance)

• Provide ongoing visibility into ticket queue health backlog trends and MTTR performance

Continual Improvement:

• Drive continuous improvement ofIncident and Problem Management processes and tooling in collaboration with ITSM operations and engineering/development teams

• Perform quality assurance reviews on incident records and post-incident outputs to ensure consistency accuracy and process compliance

• Work with teams to ensure process SLAs and operational standards are consistently met during incidents

• Partner with the ITSM team to embed best practices standardisation and operational maturity across the organisation

Future potential roleexpansion:

• Increase scope withadditionalIT Service Management process control activities:

• Change Management

• Knowledge Management

Team

Skills/Experience

• Demonstrated experience in Incident Management and/or Major Incident coordination with a proven ability to manage high-severity incidents in complex production environments

• Strong organisational and multitasking capabilities with the ability to remain calm decisive and responsive under pressure particularly during major service outages

• Highly effective written and verbal communication skills with experience producing clear incident communications post-incident reports and management-level summaries

• Ability to adapt communication style effectively for both technical and non-technical audiences including senior management and business stakeholders

• Excellent problem-solving and analytical skills with the ability to assess incomplete information make sound decisions and prioritise actions in time-critical situations

• Strong collaboration and stakeholder management skills enabling effective partnership across a wide range of teams functions and seniority levels

• Ability to apply knowledge gained through experience education and training to resolve issues remove operational barriers and drive continuous improvement

• Solid understanding of the governance risk and compliance requirements relevant to the role including the ability tooperatewithin defined policies controls and regulatory frameworks