Critical Incident Responder
We are seeking a Critical Incident Responder to coordinate the effective management of high-impact incidents affecting services, systems, customers, or business operations. In this role, you will act as a central point of coordination during major incidents, ensuring that the right technical and business stakeholders are engaged promptly and that response activities remain focused, structured, and clearly communicated. You will assess incident severity, initiate appropriate response procedures, establish communication channels, and maintain accurate records throughout the incident lifecycle.
Your responsibilities will include leading incident bridges, coordinating investigation and recovery activities, tracking actions and decisions, providing regular updates to stakeholders, and escalating issues when required. You will work closely with technical support, engineering, infrastructure, security, suppliers, and business teams to minimise disruption and restore normal service as quickly as possible. Following each incident, you will facilitate post-incident reviews, document root causes and contributing factors, identify lessons learned, and ensure that corrective and preventative actions are assigned and followed through. You will also contribute to the development of incident response procedures, communication templates, service resilience practices, and operational reporting.
The successful candidate will have experience managing critical incidents in a fast-paced technology or service environment, with a strong understanding of incident management principles, escalation processes, and service restoration. You will be confident making decisions under pressure, balancing competing priorities, and communicating clearly with both technical and non-technical audiences. Strong organisational, analytical, and stakeholder management skills are essential, along with the ability to remain calm and impartial during challenging situations. Experience with IT service management frameworks, incident management platforms, operational resilience, problem management, or business continuity would be advantageous. A proactive approach, attention to detail, and commitment to continuous improvement are key to success in this role.
Critical Incident Responder
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