Specialist - Incident Commander

About the role

This role is accountable for the effectiveness, consistency, and continuous improvement of the Incident Management process, ensuring incidents are managed predictably, transparently, and in a way that reduces recurrence and operational risk. The Incident Coordinator provides process leadership for the coordination and communication of all service-impacting outages, ensuring timely resolution and minimal impact to customers and downstream users.

What you'll do

• Ensure all major incidents are accurately logged in the relevant toolset, with complete and high-quality data captured (impact, urgency, affected services, timeline
• Lead and facilitate major incident bridge calls, coordinating investigation and resolution activities with Service/Application Owners and resolving teams
• Provide clear, timely, and audience-appropriate communications throughout the incident lifecycle, tailored for business users, technology stakeholders, senior management
• Maintain oversight of incident progress to ensure timely resolution and adherence to agreed SLAs and operational standards
• Manage the production and publication of Post-Incident Reports (PIRs), ensuring consistency, completeness, and timely delivery

What you need

• Reporting
• Process improvement
• Root cause analysis
• Coordination
• Operational risk
• Incident response
• Any graduate