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