Incident Commander (ICT_TECH SD_2024_01)

As an Incident Commander, you will be responsible for coordinating and leading efforts across ICT when a major or critical incident is declared. You will provide leadership and a centralised chain of command during high stakes and high stress incidents. You will be responsible for the critical or major incident management process, ensuring the business is as prepared as it can be for when an incident occurs.

You will be someone with leadership skills, great communication skills and some technical expertise. You will have a deep understanding of incident command systems, emergency protocols and best practices in crisis management.

The Role
The Incident Commander is responsible for the end-to-end management of all major or critical incidents

• Centralised leadership and point of contact for all major or critical incidents
• Responsible for the complete major and critical incident management process, engaging in continual service improvement by taking advantage of opportunities to increase the speed and reliability of response (high velocity support)
• Drive and lead the incident bridge until the resolution of major or critical incidents; identifying and engaging with appropriate responders and stakeholders at the right times
• Ensure all communications, updates or notifications for major or critical incidents are sent adhere to our SLAs and OLAs
• Provide updates or escalations to senior leadership and key stakeholders
• Responsible for the post incident review process (also known as a postmortem)
• Act as a post incident review facilitator
• Work with the IRG lead and reporting teams to deliver clear major or critical incident management metrics

The Requirements

• At least three (3) years’ experience working in IT service management, or a similar role
• Strong communication and interpersonal skills
• Decisiveness and ability to make sound judgments under pressure
• Technical knowledge and understanding of IT systems and processes
• Strong ITIL knowledge and an understanding of its use in a DevSecOps environment
• Problem-solving and analytical skills
• Organizational and coordination abilities
• Adaptability and resilience in dynamic environments
• Bachelor’s degree in information technology, engineering, or a related field
• Willingness to work a shift pattern and join the on-call rota

Other highly desirable skills are

• Experience or involvement in project work alongside normal incident manager or major incident manager duties
• Azure/AWS certifications
• Interest in latest technologies outside the working environment
• Knowledge of the Insurance Industry and Financial Risk software

WTW is an Equal Opportunity Employer