Job ID: 1472511
Role: Product Owner – Major Incident Management
Location: Sheffield, United Kingdom
Work Model: Hybrid ( 2 days /week onsite)
Contract Duration: 6–12 Months.
Rate: £375 - £400 per day (Inside IR35 )
Notice Period: Immediate to 30 Days Preferred and No Sponsorship Provided for this role
About the Role
We are seeking an experienced Product Owner with expertise in Major Incident Management to support a large-scale enterprise technology environment. The ideal candidate will have a strong background in IT Service Management (ITSM), Incident Management, and Financial Services, with the ability to manage critical incidents, engage stakeholders, and drive service restoration in a fast-paced 24x7 environment.
Key Responsibilities:
- Lead and coordinate the end-to-end Major Incident Management process.
- Triage and prioritize critical incidents based on business impact and urgency.
- Drive service recovery activities and coordinate technical teams to restore services within agreed SLAs.
- Communicate incident status, business impact, recovery progress, and resolution updates to senior management and business stakeholders.
- Issue Major Incident Notifications (MINs) and facilitate Management Escalation Calls (MECs).
- Conduct and contribute to Major Incident Reviews (MIRs) and Root Cause Analysis (RCA).
- Execute Incident Management processes in accordance with IT Service Management (ITSM) best practices.
- Ensure accurate documentation of the incident lifecycle to support reporting, compliance, and continuous improvement.
- Work closely with Business Service Owners, Engineering, Operations, and Technology teams to improve service resilience and reduce recurring incidents.
- Drive continual service improvement initiatives by identifying opportunities to enhance incident response, recovery, and operational efficiency.
Required Skills & Experience
-Minimum 5 years of experience in Technology Major Incident Management.
-Experience working within the Banking or Financial Services industry.
-Strong understanding of IT Service Management (ITSM) and Incident Management processes.
-Proven expertise in:
-Major Incident Management
-Risk Management (IT/Operational)
-Stakeholder Management
-Service Recovery
-Incident Escalation
-Root Cause Analysis
-Strong command and control skills during high-severity incidents.
-Experience working in Agile environments.
-Strong analytical, decision-making, and problem-solving skills.
-Excellent written and verbal communication skills with the ability to engage senior leadership and business stakeholders.
Key Competencies:
- Major Incident Management
- IT Service Management (ITSM)
- Risk Management
- Stakeholder Management
- Service Recovery & Operational Excellence
- Incident Communication & Escalation
- Root Cause Analysis (RCA)
- Agile Delivery
- Operational Governance & Compliance
- Key Accountabilities
- Minimize business disruption through effective incident coordination and rapid service restoration.
- Improve service quality by reducing Mean Time to Restore (MTTR) and recurring incidents.
- Drive collaboration across technology, operations, and business teams.
- Ensure compliance with operational governance, audit, and regulatory requirements.
- Promote continual service improvement through trend analysis and process optimization.
- Deliver accurate reporting and meaningful incident metrics to support operational decision-making.
- Preferred Qualifications
- Experience working within large-scale enterprise or regulated environments.
- Knowledge of ITIL Incident Management best practices.
- Experience managing cross-functional teams during critical production incidents.
Interested Candidates
Please share your updated CV along with the following details:
Total Experience
- Relevant Major Incident Management Experience
- Banking/Financial Services Experience
- Current Location
- Current Salary/Rate
- Expected Salary/Rate
- Notice Period
- UK Work Authorization Status
Email: *usha@rapdservice.co.uk