Business Consultant - Incident Management - HSBC

Business Consultant – Incident Management Command & Control London or Birmingham (Hybrid) 6-Month Contract Up to £950 p/d (Umbrella) HSBC is looking for an experienced Business Consultant to lead the design and implementation of a Command & Control Centre (C3) for Incident Management. This role will focus on strengthening operational resilience, improving service stability, and ensuring regulatory readiness across a complex banking environment. You’ll work closely with senior stakeholders across technology and business functions to establish best-in-class Major Incident Management capabilities. Job Responsibilities • Define the C3 strategy, scope, and operating model, including roles, RACI, escalation paths, and success metrics (e.g. MTTR, engagement time) • Design and optimise end-to-end Major Incident Management (MIM) processes from detection through to resolution and closure • Establish incident severity frameworks, invocation criteria, and governance structures • Facilitate incident war rooms and coordinate cross-functional teams (Technology, Operations, Cyber, Risk, Business Continuity) • Develop communication playbooks for internal, executive, and customer-facing updates • Translate business needs into tooling requirements (e.g. ServiceNow, PagerDuty) and define MI dashboards/reporting • Lead training, simulation exercises, and continuous improvement initiatives • Produce key deliverables including operating models, playbooks, governance packs, and implementation roadmaps Requirements • 7–12+ years’ experience in banking or financial services consulting • Strong background in Major Incident Management, Command Centres, or Operational Resilience • Proven experience designing operating models, processes, and governance frameworks • Ability to lead in high-pressure incident environments and engage senior stakeholders • Strong knowledge of ITIL practices and regulatory expectations within banking • Experience with tools such as ServiceNow, PagerDuty/Opsgenie, or similar • Excellent communication, stakeholder management, and facilitation skills • ITIL certification (preferred)