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.

• 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