Incident Management Specialist

Job description

Envision Employment Solutions is currently looking for an Incident Management Specialist for one of our partners, a leading Digital Bank!

THE ROLE

When something breaks, you're the one who owns the room. From the first alert to the last line of the post-incident review, you run the process that gets things back up and keeps everyone, from engineers to executives to customers, on the same page while it happens. Two of you hold this line in rotation, so the response is never a question of who's on call, it's just how well it's run.

WHAT YOU’LL DO

• Maintain the incident-management process, runbooks, and severity-classification matrix
• Lead major-incident calls (P1, P2) and drive service restoration in minimum time
• Coordinate cross-team communications, including executive, customer, and (where required) regulator messaging
• Own the post-incident review (PIR) process, ensuring corrective actions are tracked to closure
• Drive incident KPI improvement across MTTD, MTTA, MTTR, and repeat-incident rate

WHAT WE’RE LOOKING FOR

• 2+ years in incident management or operations
• ITIL 4 certification; maneobankingnt command training preferred
• Experience in fintech, neobanking, or another digital-first regulated business preferred

YOU’LL THRIVE HERE IF YOU

• You stay clear-headed when a major incident call is loud, urgent, and everyone wants an answer at once
• You'd rather close out a corrective action than let a PIR turn into a document nobody looks at again
• You can translate a technical incident into language an executive or a customer can actually understand
• You treat a repeat incident as evidence something wasn't fixed, not bad luck