Incident Manager

Description

To own and lead the full incident management lifecycle for the Business Banking Online platform. The Incident Manager will minimise service disruption, coordinate cross functional teams during incidents, ensure timely and accurate communication to stakeholders, and drive post incident reviews and continuous improvements in reliability, security, and regulatory compliance.

• Lead the end-to-end management of all incidents affecting the Business Banking Online platform - from detection and triage through resolution and post incident analysis.
• Act as the primary point of contact for major incidents; appoint incident command, coordinate multidisciplinary teams (Engineering, Product, Security, Risk, Compliance, Customer Support, Third party vendors), and drive rapid restoration of services.
• Manage the Major Incident Management (MIM) process, including severity classification, timely escalation to executive stakeholders, effective decision making, and clear, transparent communication
• Maintain existing runbooks and playbooks; develop new playbooks for known failure modes and ensure regular testing of procedures.
• Ensure accurate and complete incident documentation, including timelines, incident records, post incident reports, and knowledge base articles.
• Coordinate incident communications to internal teams and, where appropriate, to customers and regulators, ensuring accuracy, clarity, and consistency.
• Collaborate with Business Banking stakeholders to ensure regulatory compliance, readiness, and alignment with broader risk and governance frameworks.
• Lead post incident reviews (PIRs) and root cause analysis (RCA); track follow up actions to completion and embed learnings into preventive controls, monitoring, and documentation.
• Monitor and report on incident trends, reliability metrics (MTTR, MTTD, time to diagnose), and service performance; provide insights to improve platform resilience.
• Drive continuous improvement initiatives including proactive monitoring enhancements, capacity planning, and chaos testing.
• Ensure alignment with change management processes; assess risk and plan remediation work to minimise business impact.
• Own the on call roster, coverage planning, and escalation paths; continuously improve on call processes and fatigue management to support operational stability.

• Relevant tertiary degree in Information Technology, Computer Science, Engineering, or related field.
• 8+ years' experience in incident management, production support, platform operations, or a related technical operations environment - ideally within financial services or other regulated industries.
• Strong analytical and problem solving abilities; experience with structured RCA techniques (5 Whys, fishbone, root cause analysis).
• Excellent written and verbal communication skills, including the ability to prepare clear incident briefs and executive-level summaries.
• Detail oriented with exceptional organisational and documentation capability.
• Proven leadership under pressure; calm, composed, and decisive in high severity situations.
• Strong stakeholder management and influence across technical and non technical teams.
• Customer centric mindset with a service oriented approach.
• Highly collaborative, with the ability to negotiate priorities and trade offs.
• Self motivated, proactive, and committed to continuous improvement.

At Investec we seek creative, talented people with passion, energy and stamina, who collaborate unselfishly.