Incident & Problem Manager

Senior Consultant | Tech Transformation | La Fosse

Location: Hybrid – London

Overview

Seeking an experienced Incident & Problem Manager to lead end-to-end incident management and drive problem resolution within a complex, multi-party environment supporting major industry change.

Key Responsibilities

• Own the full incident lifecycle: logging, categorisation, prioritisation, investigation, escalation, resolution, and closure.
• Lead and control live Incidents, coordinating technical and business resolver groups.
• Assess business, operational, and market impact to ensure correct prioritisation and escalation.
• Act as the single point of control for cross-party incidents involving external participants.
• Deliver timely, accurate, and consistent incident communications to stakeholders.
• Monitor and manage SLA performance, including response/resolution targets and breach prevention.
• Maintain high-quality incident records with full timelines, decision logs, and audit trail.
• Identify recurring issues, raise and manage Problem records, and support root-cause analysis.
• Drive long-term fixes, workarounds, and knowledge capture to reduce repeat incidents.
• Provide operational oversight to protect service stability across critical live services.

Desired Experience

• Strong background in Incident & Problem Management within complex or regulated environments.
• Proven command-and-control leadership of high-severity incidents.
• Excellent communication, stakeholder management, and impact-based prioritisation skills.
• Experience working with multi-disciplinary resolver teams and SMEs.
• Inside IR35
• Hybrid working, London presence required
• Initial 3-month engagement with potential extension

Seniority level

• Mid-Senior level

Employment type

• Contract

Job function

• Information Technology

Industries

• IT Services and IT Consulting