Incident Management Director

6 days ago


Edinburgh, Edinburgh, United Kingdom ENGINEERINGUK Full time
Incident Management Director, EMEA

About this role

Company Overview

We are a global leader in financial technology, committed to delivering innovative solutions that empower our clients. Our team is responsible for the remediation of critical production incidents, as well as driving efforts to implement scalable stability solutions across our ecosystem. We are seeking a motivated, collaborative, and inclusive Incident Manager who can bring their diverse perspective and problem-solving mentality to meet the evolving needs of our clients.

Job Summary

The Incident Management Director for EMEA is a critical role, responsible for overseeing the effective management of incidents across the region. This role entails line management for a team of Incident Managers based in Edinburgh and Belgrade, ensuring that they are well-supported and equipped to handle incidents efficiently. The director will be responsible for planning resource allocations, ensuring that there is always adequate coverage to respond to incidents promptly. The estimated salary for this position is £80,000 - £100,000 per year, depending on experience.

Key Responsibilities

  • People Management and operational shift coordination.
  • Support Incident Management in coordinating resolution and restore normal service operation during technology Incidents and Major Incidents.
  • Drive communication with senior management both during and after incidents, providing timely updates and detailed post-incident reports.
  • Continuous improvement of ServiceNow (SNOW) and Standard Operating Procedures (SOPs) to align with best practices and regulatory requirements.
Requirements and Qualifications:

A prospective candidate should ideally have and exhibit the following qualities:
  • 6+ years' experience in the role of Incident Manager including prior management experience.
  • Availability as a weekend escalation point of contact on a rotational basis.
  • Familiarity with industry standard Incident and Problem Management practices.
  • Strong interpersonal and communication skills, both written and verbal, and adept at communicating with all levels of the business and technical parts of the organization.
  • Excellent organizational skills, and attention to detail.
  • Previous experience working in the Financial Services or Technology industry.
  • An understanding of running services on Cloud Infrastructure solutions and application monitoring solutions.
  • Ability to leverage data driven analytics tools like Power BI, Tableau, MS Excel.
  • High level understanding of scripting or basic development language skills to automate common tasks.
Benefits:

We offer a wide range of employee benefits, including comprehensive resources to support your physical health and emotional well-being, family support programs, Flexible Time Off (FTO), and access to education reimbursement. We also provide opportunities for professional growth and development, with training programs and mentorship available to support your career goals.

About BlackRock

We are proud to be an Equal Opportunity Employer, committed to creating an environment where our colleagues feel welcomed, valued, and supported. At BlackRock, we believe that everyone deserves the opportunity to achieve financial well-being, and we're dedicated to making a positive impact on the world.

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