The Role

Lead and coordinate responses to major and critical incidents across ICT  Provide calm, clear, and empathetic leadership during high-pressure situations  Establish and maintain a clear chain of command during incidents  Continuously improve incident management processes to enhance resilience  Contribute to problem management and post-incident review activities  Support and mentor IRG analysts (Incident Lifecycle Coordinators)  Communicate effectively with teams and stakeholders during incidents  Make timely, well-informed decisions during critical events  Work closely with teams across our IT service management teams  Help ensure a positive experience for customers and internal teams during incidents 

The Requirements

Significant experience in major incident management, ideally in a software or SaaS environment A solid background in IT service management, operations, or incident response (minimum 3 years) Strong technical understanding of infrastructure and application support Excellent communication skills, with the ability to keep teams and stakeholders aligned under pressure Confidence in making sound, timely decisions during critical events Experience working with ITIL principles, particularly in DevOps or DevSecOps settings Strong organizational and coordination skills A proactive, adaptable, and resilient mindset 

Desirable Skills & Experience 

Bachelor's degree in Information Technology, Engineering, or a related field ITIL v4 certification (or equivalent) Experience contributing to project delivery alongside operational work Certifications in Azure, AWS, or other cloud platforms Familiarity with tools like ServiceNow, PagerDuty, StatusPage, or Slack/MS Teams Interest in emerging technologies and continuous improvement Understanding of the Insurance industry or financial risk software

Equal Opportunity Employer

At WTW, we believe difference makes us stronger. We want our workforce to reflect the different and varied markets we operate in and to build a culture of inclusivity that makes colleagues feel welcome, valued and empowered to bring their whole selves to work every day. We are an equal opportunity employer committed to fostering an inclusive work environment throughout our organization. We embrace all types of diversity.

 

At WTW, we trust you to know your work and the people, tools and environment you need to be successful. The majority of our colleagues work in a ”hybrid” style, with a mix of remote, in-person and in-office interactions dependent on the needs of the team, role and clients. Our flexibility is rooted in trust and “hybrid” is not a one-size-fits-all solution.