FDM Group
Major Incident Manager
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Command Centre Incident Manager
FDM is a global business and technology consultancy seeking a Command Centre Incident Manager to work for our client within the financial services sector. This is initially a 6-month contract with strong potential for extension and will be a hybrid role based in Cheshire.
Our client is seeking an experienced Incident Manager to support the Command Centre function, leading the response and recovery of major operational disruptions across technology and business services. The successful candidate will play a key role in coordinating incident response activities, driving restoration efforts, facilitating communications, and ensuring effective governance throughout the incident lifecycle.
Responsibilities
- Support the Command Centre Lead in the delivery of incident management services across the organisation.
- Lead the recovery of major operational disruptions in accordance with Command Centre protocols.
- Coordinate and chair incident response bridges, ensuring appropriate actions, attendees and governance are in place.
- Develop, implement and track incident action plans, driving effective and timely resolution.
- Provide timely communications tailored to technical, operational and executive stakeholders.
- Present incident status, risks, decisions and recovery progress to senior leadership teams.
- Invoke and coordinate Bronze, Silver and Gold response teams when required.
- Coordinate group-wide responses and recovery activities during major incidents.
- Identify opportunities to enhance Command Centre processes, tooling and operational effectiveness.
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About You
- Strong understanding of technology infrastructure and business operations.
- Good knowledge of the ITIL Incident Management process.
- Good understanding of the ITIL Change Management process.
- Experience using ServiceNow, Everbridge and other incident management, communication and collaboration tools.
- Knowledge of data analysis and reporting methodologies.
- Excellent verbal and written communication skills.
- Strong analytical, assessment and planning capabilities.
- Understanding of corporate IT policies, procedures and governance frameworks.
- Proven problem-solving and stakeholder management skills.
- Ability to lead complex incidents through to resolution while maintaining high standards of governance and behaviour.
- Experience delivering incident management training and promoting best practice across organisations.
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About Us
FDM is an award-winning global leader in tech and business talent solutions, backed by more than 35 years of industry experience. We have centres across Europe, North America, and Asia-Pacific, and a global workforce of over 2500 employees. FDM has shown exponential growth throughout the years, firmly establishing itself as an award-winning employer, currently listed on the FTSE4Good Index and as a 2026 Financial Times UK ‘Best Employer’.
Diversity and Inclusion
FDM Group is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, national origin, age, disability, veteran status or any other status protected by federal, provincial or local laws.
Why join us
- Career coaching, mentoring and access to upskilling throughout your entire FDM career
- Assignments with global companies and opportunities to work abroad
- Opportunity to re-skill and up-skill into new areas, develop non-linear career paths and build a skillset within your field
- Annual leave and work-place pension
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