Incident Commander

Position:
Incident Manager/Commander with SOC 1 or SOC 2 Audit experience

Company:
Bounteous

Location:
UK - Remote

Employment type:
Contract

Short Summary:
We are seeking a highly skilled Incident Commander to join our Fintech operations team. This role is critical in ensuring the stability, resilience, and continuous availability of our trading and financial platforms.

Responsibilities:
- Lead and manage IT incidents, including identification, triage, resolution, documentation, and post-incident reviews for critical and high-severity issues.
- Serve as the primary Incident Commander during major outages, ensuring swift coordination between technical teams and business stakeholders.
- Conduct incident washups to identify learnings, drive accountability, and prevent repeat issues.
- Manage and monitor SLAs, ensuring timely resolution and proper lifecycle governance.
- Own Problem Management lead root cause analysis (RCA), track problem records, and oversee corrective/preventive actions.
- Provide downtime and availability reporting related to application outages.
- Generate monthly Service Management Risk Reports, highlighting key operational risks and remediation status.
- Ensure effective Service Management reporting aligned with the Service Catalog and business expectations.
- Own and maintain audit-ready documentation for operational processes, policies, runbooks, and control frameworks.
- Actively participate in internal and external audit cycles, including SOC Type 1 & Type 2 audits.
- Drive process management by defining, reviewing, and continuously improving operational workflows.
- Develop and manage Disaster Recovery (DR) Plans; lead DR testing exercises.

Requirement:
- 8+ years of experience in Incident Management, Problem Management, and IT Operations within fintech, banking, or trading environments.
- Proven experience as Major Incident Manager/Incident Commander handling real-time high-severity events.
- Strong knowledge of ITIL processes (Incident, Problem, Change, Knowledge, Configuration Management).
- Hands-on experience with ITSM tools (ServiceNow, JSM, HPSM, CMDB).
- Excellent communication and stakeholder management skills; ability to lead under pressure.

Benefits:
- Support automation initiatives to reduce MTTR, improve monitoring/alerting, and streamline incident handling.
- Operationalize the Business Continuity Plan (BCP) across IT and business units.