Incident Manager

Job Title
Incident Manager

Job Description

So, who are we?

IG Group is a FTSE 100 fintech operating across five continents, serving over 1.4m customers and handling billions of dollars in transactions – built on scale, trust, and proof. We didn't pivot to innovation; it's how we've always operated. What that means for the people who work here is real: genuinely complex problems to solve, the technology and resources to tackle them properly, and the kind of scope that's rare in established businesses.

The bar is high – bring a curious and forward-thinking mindset and we'll give you the platform to define what comes next.

Join us at IG – the future gets built here.

Your team

As an Incident & Problem Manager at IG, you will be responsible for responding to mission-critical issues which affect IG’s financial, reputational, and regulatory standing. The role has high visibility and broad scope, allowing you to learn and become responsible for IG’s business, systems, and priorities. You will work with highly skilled teams on industry-leading technology to deliver the best outcomes for IG’s customers and stakeholders.

Your role in the Team's Success

Your primary responsibility will be to manage the full incident lifecycle from rapid severity assessment through to resolution and post-incident review while simultaneously driving the Problem Management process to reduce IT risk and improve service stability. By identifying root causes, managing risks in ServiceNow and Jira, and coordinating cross-functional resolver groups, you will help maintain operational excellence across IG’s mission-critical platforms.

Your role is integral to ensuring clear, timely communication reaches senior stakeholders during incidents and that lessons learned translate into lasting improvements across the function.

What you'll do

- Quickly assess incident severity, coordinate resolver groups, chair war rooms and major incident calls, and deliver clear, accurate communications to senior management and business stakeholders throughout the incident lifecycle.
- Own Problem Management governance end-to-end ensuring problems and risks are accurately logged in ServiceNow and Jira, regularly reviewed, and progressed to resolution, mitigation, or acceptance.
- Chair regular Problem Review Meetings and drive all open problems through to closure, ensuring lessons learned from incidents are captured and acted upon to prevent reoccurrence.
- Analyse incident records to identify trends impacting IT service availability, and use these insights to recommend and deliver targeted improvements across the function.
- Liaise with Change, Release, and other ITIL process teams to ensure smooth handoffs and a coordinated approach across service management.
- Produce monthly Incident and Problem Management reporting packs that demonstrate process effectiveness and support senior and regulatory stakeholder oversight.

What you'll need for this role

Key Qualification Requirements:

- 5+ years of experience in globally dispersed, controls-driven Service Management teams, with 2+ years specifically managing Incident and/or Problem Management processes in a fast-moving CI/CD environment. Financial services experience preferred.
- Strong stakeholder management skills, including the ability to manage upwards and influence without direct authority across technical, business, and regulatory audiences.
- Excellent written and verbal communication skills, with a track record of delivering accurate, timely reporting under pressure.
- Experience in data analysis and trending, with the ability to translate incident patterns into actionable improvements and drive process efficiency.
- Calm, detail-oriented, and adaptable with the ability to manage multiple priorities simultaneously and own issues through to full resolution.
- ITIL V3 Foundation (minimum); ITIL V4 or Problem Practitioner qualification desirable, along with familiarity with ServiceNow and Jira.

The Perks

It really is more than a job. We think like a start-up, but we deliver like a FTSE 100 — so the bar is high, and we won't pretend otherwise. We work hybrid, which means three days in the office. We’ll recognise your talent and make sure that you can still have a life – at work, and outside of it. Networks, committees, awards, sports and social clubs, mentorships, volunteering opportunities, extra time off… the list goes on..

- Matched giving for your fundraising activity
- Flexible working hours and work-from-home opportunities
- Performance-related bonuses
- Insurance and medical plans
- Career-focused technical and leadership training in-class and online, incl. unlimited access to LinkedIn Learning platform
- Contribution to gym memberships and more
- Free Lunch/Snacks
- A day off on your birthday
- Two days’ volunteering leave per year.

Number of openings
1