213 Incident Management jobs in the United Kingdom

**Incident Management Analyst** (Contract)

Duration: 6 Months (Possibility for extension)

Location: Chester/Hybrid (3 days on site)

Rate: A highly competitive Umbrella Day Rate is available for suitable candidates

Position Summary

An exciting opportunity to be a part of the Bank's Global Command Centre team, working as an Incident Management Analyst. Our team is responsible for the availability and performance of the Bank's global technology services, enabling operational excellence by detecting, predicting, and preventing customer and business impacting technology incidents and restoring service as quickly as possible when disruptions do occur.

The Command Centre EMEA Incident Management Analyst will report into the EMEA Incident Management Lead, and primary responsibilities will include overseeing the Bank's incident posture during the EMEA shift, acting to restore major incidents.

Key responsibilities:

• React to Service failure appropriately according to business impact.
• Ability to prioritise multiple high priority incidents at any given time.
• Ensure standard call facilitation and call leadership for all incidents reported. Lead and manage bridge line troubleshooting, engage technical teams, and escalate issues to leadership as needed.
• Coordination of response efforts across technical teams, senior management, and invested stakeholders.
• Clear and effective communication when collaborating with stakeholders and internal teams.
• Experience and confidence in being able to communicate effectively with senior executives.
• Evaluate the use of all communication channels and ensure they are effectively and consistently utilized.
• Compose and provide regular updates on incident status to stakeholders, technical teams, and senior management, including Executive communications.
• Maintain and document accurate status and progress of incident recovery efforts. Ensures all impacts are accurately recorded and documented in the system of record,
• Maintain detailed records of incidents, including actions taken, outcomes, and lessons learned.
• Ensure compliance with incident management policies and procedures, serving as a focal point for the stakeholder and associate experience, restoring complex production incidents under tight Service Level Agreements.
• Continually review and refine incident management processes to optimize efficiency and effectiveness.

Key Skills & Experience:

• Ability to guide, coordinate and challenge technical and stakeholder teams during incident response.
• Highly developed relationship management, influencing and leadership skills.
• Technical knowledge: Understanding of IT infrastructure, systems, and network operations.
• Communication: Excellent verbal and written communication to effectively interact with technical teams, management, and stakeholders.
• Decision-making: Ability to make timely decisions in critical situations.
• Organizational:
• Strong time management skills to prioritize tasks and manage multiple incidents simultaneously.
• Exceptional ability to remain calm under pressure.

Candidates will need to show evidence of the above in their CV in order to be considered.

If you feel you have the skills and experience and want to hear more about this role 'apply now' to declare your interest in this opportunity with our client. Your application will be observed by our dedicated team.

We will respond to all successful applicants ASAP however, please be advised that we will always look to contact you further from this time should we need further applicants or if other opportunities arise relevant to your skillset.

Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive.

As part of our standard hiring process to manage risk, please note background screening checks will be conducted on all hires before commencing employment.

Jincident Management Analyst
Daily Rate: 500 - 550 INSIDE IR35 via umbrella
Contract Length: 12 months
Location: Chester Business Park, Chester - HYBRID WORKING - 3 DAYS ONSITE

Are you ready to step into a vital role that ensures the smooth operation of our client's technology services? We are seeking an enthusiastic Incident Management Analyst to join our Global Command centre team. This is an exciting opportunity to contribute to a dynamic environment, ensuring business continuity and operational excellence across the EMEA region.

Position Summary:

As an Incident Management Analyst, you will play a key role in maintaining the availability and performance of our client's systems. Your primary focus will be ensuring that end-user systems are consistently available per required SLAs. This role is critical for sustaining the continual demand for incident assistance during both weekdays and weekends.

Key Responsibilities:

Incident Response:
- React promptly to service failures based on business impact.
- prioritise multiple high-priority incidents simultaneously.
- Facilitate standard call processes, lead troubleshooting efforts, and engage technical teams, escalating issues as necessary.

Communication Management:
- Communicate effectively with stakeholders and internal teams.
- Confidently interact with senior executives.
- Provide regular updates on incident status and ensure effective communication channels are utilised.

Incident Documentation:
- Maintain accurate documentation during active incidents, recording all recovery efforts.
- Post-incident, ensure detailed records are kept, including actions taken and lessons learned.

Incident Process Compliance:
- Adhere to incident management policies and procedures, focusing on stakeholder and associate experiences.
- Restore complex production incidents within tight Service Level Agreements.

Process Improvement:
- Continually assess and enhance incident management processes to optimise efficiency.

Key Skills:

Leadership:
- Guide and coordinate teams during incident responses.
- Possess strong relationship management and influencing skills.

Technical Knowledge:
- Understand IT infrastructure, systems, and network operations.

Communication:
- Exhibit excellent verbal and written communication skills to engage effectively with technical teams and stakeholders.

Decision-Making:
- Make timely decisions in critical situations.

organisational Skills:
- Demonstrate strong time management abilities to prioritise tasks and manage multiple incidents.
- Remain calm and composed under pressure.

If you're looking for a challenging role where you can make a real impact, apply today to join our client's team as an Incident Management Analyst. Your expertise will help maintain seamless operations and foster a culture of excellence in incident management.

To apply, please submit your CV and a cover letter detailing your relevant experience.

Join us in ensuring the reliability and performance of critical technology services!

Adecco is a disability-confident employer. It is important to us that we run an inclusive and accessible recruitment process to support candidates of all backgrounds and all abilities to apply. Adecco is committed to building a supportive environment for you to explore the next steps in your career. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.

**Incident Management Analyst** (Contract)

Duration: 6 Months (Possibility for extension)

Location: Chester/Hybrid (3 days on site)

Rate: A highly competitive Umbrella Day Rate is available for suitable candidates

Position Summary

An exciting opportunity to be a part of the Bank's Global Command Centre team, working as an Incident Management Analyst. Our team is responsible for the availability and performance of the Bank's global technology services, enabling operational excellence by detecting, predicting, and preventing customer and business impacting technology incidents and restoring service as quickly as possible when disruptions do occur.

The Command Centre EMEA Incident Management Analyst will report into the EMEA Incident Management Lead, and primary responsibilities will include overseeing the Bank's incident posture during the EMEA shift, acting to restore major incidents.

Key responsibilities:

• React to Service failure appropriately according to business impact.
• Ability to prioritise multiple high priority incidents at any given time.
• Ensure standard call facilitation and call leadership for all incidents reported. Lead and manage bridge line troubleshooting, engage technical teams, and escalate issues to leadership as needed.
• Coordination of response efforts across technical teams, senior management, and invested stakeholders.
• Clear and effective communication when collaborating with stakeholders and internal teams.
• Experience and confidence in being able to communicate effectively with senior executives.
• Evaluate the use of all communication channels and ensure they are effectively and consistently utilized.
• Compose and provide regular updates on incident status to stakeholders, technical teams, and senior management, including Executive communications.
• Maintain and document accurate status and progress of incident recovery efforts. Ensures all impacts are accurately recorded and documented in the system of record,
• Maintain detailed records of incidents, including actions taken, outcomes, and lessons learned.
• Ensure compliance with incident management policies and procedures, serving as a focal point for the stakeholder and associate experience, restoring complex production incidents under tight Service Level Agreements.
• Continually review and refine incident management processes to optimize efficiency and effectiveness.

Key Skills & Experience:

• Ability to guide, coordinate and challenge technical and stakeholder teams during incident response.
• Highly developed relationship management, influencing and leadership skills.
• Technical knowledge: Understanding of IT infrastructure, systems, and network operations.
• Communication: Excellent verbal and written communication to effectively interact with technical teams, management, and stakeholders.
• Decision-making: Ability to make timely decisions in critical situations.
• Organizational:
• Strong time management skills to prioritize tasks and manage multiple incidents simultaneously.
• Exceptional ability to remain calm under pressure.

Candidates will need to show evidence of the above in their CV in order to be considered.

If you feel you have the skills and experience and want to hear more about this role 'apply now' to declare your interest in this opportunity with our client. Your application will be observed by our dedicated team.

We will respond to all successful applicants ASAP however, please be advised that we will always look to contact you further from this time should we need further applicants or if other opportunities arise relevant to your skillset.

Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive.

As part of our standard hiring process to manage risk, please note background screening checks will be conducted on all hires before commencing employment.

Excited to grow your career?

Our purpose is to make it easy for people to save and invest for a better future. We are looking for great people to join us, so please come and invest in YOUR future at HL.

We know that sometimes people can be put off applying for a job if they don't tick every box. If you're excited about working for us and have most of the skills or experience we're looking for, pleas.

A fantastic opportunity has arisen within G4S for a Protective Security Incident Management Officer , who will work at a prestigious financial institution in London where you will be required to carry out duties in a busy environment and carve out a career with the biggest name in security.

You must be able to demonstrate and deliver high quality guarding and excellent customer service to both our clients and service users.

This role does NOT require an SIA licence.

MUST apply with a up to date CV to be considered.

Position: Protective Security Incident Management Officer
Location: Canary Wharf, London
Pay Rate: £17.10 per hour
Contracted Hours: 40 hours per week
Shifts: Monday through to Friday covering 7am to 8pm, pattern will vary on rotation

Your Time at Work

You will report to the Security Control Room Team Leader and are expected to contribute to strategic direction, operational support and improve our values and outcome focused way of working.

Your duties will include:

- Provide a high-quality service to support branches/offices and achieve customer satisfaction which is an essential element of the role
- Monitor the Intruder/Personal Attack and Premises alarm systems installed throughout the network and manage the response to alarms to ensure police are not called to false activations
- Provide the correct response to various types of incidents involving criminal activity against staff, premises, and value assets
- Provide security guidance to staff as and when required and help manage security incidents
- Respond to CCTV requests from numerous stakeholders including police forces, fraud departments and local branches
- Provide support to the Global Protective Security strategy as well as day-to-day business and new initiatives across HSBC sites in the region
- Operate, monitor, and maintain the physical and electronic protection systems installed within the branch/office network to ensure a quality service is provided
- Provide telephone support and technical expertise to the branch/office network and efficiently manage the alarm systems

Our Perfect Worker

- Prior experience in a security related role and/or financial institution is essential
- Prior experience in a security control room environment is desirable
- Good knowledge and understanding of security control procedures and systems is essential
- Knowledge of head office and retail branch working practices is desirable
- Be proficient in the use of software applications such as Microsoft Office.
- Excellent written and verbal communication skills, with the ability to influence stakeholders at all levels
- Logical approach to problem solving in a proactive manner
- Be polite, helpful and diligent, with a 'can do' ethos. Should be able to provide the highest standard in customer service and work in a technical, fast moving and challenging environment under pressure. To make critical decisions in a changing environment is essential
- Be able to work without supervision and as a member of a team

It is crucial to have great communication and customer service skills. All our admin is digital and paperless, so you'll need to be tech-savvy enough to use our digital devices.

Our perfect officer will need to be aged 18 or over, a confident communicator who is a team player with the drive to always provide a friendly and professional service. Join G4S and you can also enjoy real career progression with a large international company - as the world's leading provider of security solutions, we offer loads of training and support. You'll be in safe hands from our induction and on-site training to regular reviews and welfare checks with our managers.

Key Information and Benefits

- 5.6 weeks holiday per year (8 of these will be in lieu of bank holidays, worked or not worked)
- Workplace Pension Scheme
- Progression training and development opportunities
- Life assurance benefit
- Contributory Healthcare Scheme
- Eyecare vouchers
- Employee Discount Schemes
- Refer a friend scheme
- Free uniform provided

Job Ref: 1G4S (G607)

G4S is a recognised Disability Confident Leader Employer, committed to fostering an inclusive workplace where everyone can thrive. We prioritise accessibility, support, and opportunity for all employees. Join our diverse and empowering team today!

About Staffline

Staffline are working in Partnership with G4S, providing a recruitment solution for security roles.

Please note that our job adverts are correct at the time of publication, but some details and job responsibilities are subject to change.

This job advert may not be copied, imitated or used, in whole or in part, by third-party websites, without prior written consent from Staffline.

A fantastic opportunity has arisen within G4S for a Protective Security Incident Management Officer , who will work at a prestigious financial institution in London where you will be required to carry out duties in a busy environment and carve out a career with the biggest name in security.

You must be able to demonstrate and deliver high quality guarding and excellent customer service to both our clients and service users.

This role does NOT require an SIA licence.

MUST apply with a up to date CV to be considered.

Position: Protective Security Incident Management Officer
Location: Canary Wharf, London
Pay Rate: £17.10 per hour
Contracted Hours: 40 hours per week
Shifts: Monday through to Friday covering 7am to 8pm, pattern will vary on rotation

Your Time at Work

You will report to the Security Control Room Team Leader and are expected to contribute to strategic direction, operational support and improve our values and outcome focused way of working.

Your duties will include:

- Provide a high-quality service to support branches/offices and achieve customer satisfaction which is an essential element of the role
- Monitor the Intruder/Personal Attack and Premises alarm systems installed throughout the network and manage the response to alarms to ensure police are not called to false activations
- Provide the correct response to various types of incidents involving criminal activity against staff, premises, and value assets
- Provide security guidance to staff as and when required and help manage security incidents
- Respond to CCTV requests from numerous stakeholders including police forces, fraud departments and local branches
- Provide support to the Global Protective Security strategy as well as day-to-day business and new initiatives across HSBC sites in the region
- Operate, monitor, and maintain the physical and electronic protection systems installed within the branch/office network to ensure a quality service is provided
- Provide telephone support and technical expertise to the branch/office network and efficiently manage the alarm systems

Our Perfect Worker

- Prior experience in a security related role and/or financial institution is essential
- Prior experience in a security control room environment is desirable
- Good knowledge and understanding of security control procedures and systems is essential
- Knowledge of head office and retail branch working practices is desirable
- Be proficient in the use of software applications such as Microsoft Office.
- Excellent written and verbal communication skills, with the ability to influence stakeholders at all levels
- Logical approach to problem solving in a proactive manner
- Be polite, helpful and diligent, with a 'can do' ethos. Should be able to provide the highest standard in customer service and work in a technical, fast moving and challenging environment under pressure. To make critical decisions in a changing environment is essential
- Be able to work without supervision and as a member of a team

It is crucial to have great communication and customer service skills. All our admin is digital and paperless, so you'll need to be tech-savvy enough to use our digital devices.

Our perfect officer will need to be aged 18 or over, a confident communicator who is a team player with the drive to always provide a friendly and professional service. Join G4S and you can also enjoy real career progression with a large international company - as the world's leading provider of security solutions, we offer loads of training and support. You'll be in safe hands from our induction and on-site training to regular reviews and welfare checks with our managers.

Key Information and Benefits

- 5.6 weeks holiday per year (8 of these will be in lieu of bank holidays, worked or not worked)
- Workplace Pension Scheme
- Progression training and development opportunities
- Life assurance benefit
- Contributory Healthcare Scheme
- Eyecare vouchers
- Employee Discount Schemes
- Refer a friend scheme
- Free uniform provided

Job Ref: 1G4S (G607)

G4S is a recognised Disability Confident Leader Employer, committed to fostering an inclusive workplace where everyone can thrive. We prioritise accessibility, support, and opportunity for all employees. Join our diverse and empowering team today!

About Staffline

Staffline are working in Partnership with G4S, providing a recruitment solution for security roles.

Please note that our job adverts are correct at the time of publication, but some details and job responsibilities are subject to change.

This job advert may not be copied, imitated or used, in whole or in part, by third-party websites, without prior written consent from Staffline.

Are you an experienced Service Desk Manager ready to lead from the front in a dynamic, forward-thinking environment?

Join one of the UK's leading organisations and take ownership of a high-performing service desk team, driving service excellence and continuous improvement.

About the Role:

This is an opportunity for an established Service Desk Manager with a strong technical foundation and hands-on experience in a service desk environment. Whether you're rolling up your sleeves to support your team or stepping back to lead strategically, you'll be comfortable switching between hands-on and hands-off leadership as needed.

You'll manage a team of Service Desk Analysts and Senior Analysts, ensuring high-quality support and service delivery across the organisation. This is a key role where your technical insight, leadership skills, and customer-first mindset will make a real impact.

Key Responsibilities:

• Lead, mentor, and develop a team of Service Desk Analysts and Senior Analysts
• Oversee day-to-day operations of the service desk, ensuring SLAs and KPIs are met
• Act as a technical escalation point and provide guidance on complex issues
• Drive service improvements and champion ITIL-aligned processes
• Collaborate with wider IT teams to ensure seamless support and issue resolution
• Foster a culture of accountability, learning, and continuous improvement

What You'll Bring:

• Proven experience as a Service Desk Manager or in a senior service desk role
• Strong technical background with the ability to be hands-on when required
• Excellent communication and stakeholder management skills
• Solid understanding of Microsoft Active Directory
• ITIL Foundation certification (or equivalent experience)
• A proactive, solution-focused approach with a passion for delivering outstanding service

Why Join?

• Be part of a respected UK-leading organisation with a strong reputation for innovation and excellence
• Enjoy a flexible hybrid working model based in Newcastle
• Access to ongoing professional development and career progression

This role is based in Newcastle with hybrid working, offering a competitive salary of up to 52,000.

Ready to lead, inspire, and make a real impact?
Apply today and take your career to the next level.

Service Desk Analyst – London (Hybrid)

The Opportunity

A global financial services organisation is seeking a skilled Service Desk Analyst to join their London-based IT team. This is an exciting opportunity to work in a dynamic, fast-paced environment, playing a key role in ensuring seamless IT support for business users.

The Role

As a Service Desk Analyst , you will:

• p>Provide 1st and 2nd line IT support to end-users via email, phone, and walk-ups.

• Troubleshoot and resolve hardware, software, and network issues.

• Manage incidents, service requests, and alerts through a ticketing system.

• Perform software deployments, routine maintenance, and user onboarding/offboarding.

• Ensure compliance with ITIL processes and documentation standards.

• Deliver outstanding customer service in a busy IT support environment.

What We’re Looking For

< i>

2–3 years’ experience in a busy IT Service Desk environment.

• Strong knowledge of Windows 10/11, Microsoft 365, Active Directory (on-prem & Azure), and Exchange Hybrid.

• Experience with Intune for device management (highly desirable).

• Familiarity with ITIL practices, change controls, and working in regulated environments (financial services experience advantageous).

• Excellent communication, problem-solving, and multitasking abilities.

• Enthusiastic, approachable, and confident in user-facing support.

Working Pattern

• Hours : Monday to Friday, shifts covering 08:00 – 18:00 .

  /li>

• Weekly Hours : 33.75 hours, providing excellent work-life balance.

• On-call : Occasional evening or weekend duty, paid in line with company policy.

• Hybrid Working : 3 days in office, 2 days from home.

• Probation : First 3 months fully office-based for training and integration.

Why Join Us?

• Competitive salary and overtime pay for on-call duties.

• Shorter working week at 33.75 hours while retaining a full-time salary.

• Hybrid working model with strong support for work-life balance.

• Career development opportunities, including exposure to advanced IT infrastructure and security tools.

• Private healthcare, pension contributions, and access to wellbeing programmes.

• Collaborative and inclusive culture where your contribution makes a real impact.

Job Title: Service Desk Analyst / 1st Line Support
Location: Theale, UK
Type: Full-Time (Mon-Fri, 40 hours/week)
Reports to: Service Desk Manager

We're looking for a proactive and customer-focused Service Desk Analyst to join our ServiceNow team. You'll be the first point of contact for technical support, helping global end users resolve issues via our ServiceNow ticketing system and following IT policies and procedures.

In addition to typical 1st line support duties, you'll assist with business engagement activities, such as running virtual "Tech Bar" sessions and creating user-friendly content like the "Tech Tuesday" tips newsletter.

This role requires strong communication skills, attention to detail, and a genuine passion for IT support and service excellence.

• Provide first-line IT support for hardware, software, and applications (Windows 10/11, M365, etc.)

• Manage tickets from creation to resolution or escalation

• Troubleshoot issues related to EUC, networking, printing, telephony, and conferencing tools (Teams, Zoom)

• Support user account management in Active Directory

• Participate in initiatives to reduce ticket volume through automation and knowledge sharing

• Support the BRM with communication and user engagement initiatives

• Help maintain and improve internal knowledge articles

• Follow security procedures and contribute to a secure IT environment

Essential Skills & Experience:

• Experience in a similar IT support or technical role

• Familiarity with ServiceNow or similar ticketing tools

• Strong knowledge of Windows OS, Microsoft 365, and hybrid environments (on-prem/Azure)

• Good understanding of networking basics (IP, DNS, WiFi, etc.)

• Experience with Active Directory, SCCM, Intune, and EUC management

• Excellent communication and customer service skills

• Able to explain technical issues to non-technical users

• Fluent in written and spoken English

Desirable:

• Exposure to automation, scripting, or low-code tools (e.g. Power Platform)

• Experience with cloud/SaaS platforms and video conferencing systems

Other:

• Must be willing to undergo baseline security clearance

• Positive attitude, team player, and problem-solver