Incident Manager

Position Summary The Problem Manager is an individual contributor role responsible for overseeing the identification, analysis, and resolution of recurring incidents and underlying problems across client environments. The role ensures all activities are executed in line with financial services sector regulations, compliance standards, and operational excellence. This role is pivotal in maintaining robust problem management processes, minimising risk, supporting business continuity, and acting as a trusted advisor to internal stakeholders and clients. Role Mission Claranet’s strategy is to build long‑term, trusted relationships with financial services clients by delivering market‑leading, integrated managed services. The Problem Manager will drive effective problem management processes as a hands‑on practitioner, ensuring problems are identified, analysed, and resolved with rigour, transparency, and efficiency, and that all regulatory obligations are met. Objectives & Key Results Ensure problem management processes are scalable, repeatable, and optimised for delivery efficiency and risk mitigation Maintain a comprehensive view of all problems and recurring incidents across client environments, ensuring alignment with business and regulatory requirements Deliver timely and actionable insights to stakeholders regarding problem impacts, risks, and outcomes Essential Roles & Responsibilities * Lead the end‑to‑end problem management lifecycle as an individual contributor: identification, analysis, root cause investigation, resolution, and post‑resolution review * Collaborate with clients and internal teams to understand business requirements and risk appetite for problem resolution * Coordinate and facilitate Problem Review meetings, ensuring all problems are properly reviewed and actions are assigned * Assess problem risks, impacts, and dependencies, prioritising resolutions based on business and regulatory requirements * Ensure all problems are documented, communicated, and resolved in accordance with ITIL best practices and sector standards * Monitor and report on problem outcomes, including recurrence rates, successful resolutions, and lessons learned * Drive continuous improvement in problem management processes, leveraging automation and best practices * Support incident and change management by ensuring problems are properly linked to root cause analysis and corrective actions * Act as an escalation point for problem‑related issues, resolving conflicts and ensuring timely resolution Essential * Proven experience in problem management within IT, cloud, or managed services environments, ideally in the financial services sector * Strong understanding of ITIL problem management processes and best practices * Experience coordinating Problem Review Boards and facilitating root cause investigations * Knowledge of risk assessment, impact analysis, and regulatory compliance requirements * Strong problem‑solving skills and ability to troubleshoot complex issues * Excellent communication skills, able to articulate technical findings to both technical and non‑technical stakeholders * Experience with regulatory compliance in the financial services sector Desirable * Experience with automation and digital tools for problem management * Experience managing problems across cloud, on‑premises, and hybrid environments * Familiarity with incident and change management processes * Experience with Windows and Linux environments