Incident Response Team Leader
We are seeking an experienced Incident Response Team Leader to lead the effective management of operational incidents and ensure the timely restoration of critical services. You will coordinate response activity across technical and business teams, providing clear direction during high-impact events and maintaining a calm, structured approach under pressure.
You will lead the incident response process from initial identification through to resolution, ensuring incidents are assessed, prioritised, recorded and communicated appropriately. Responsibilities will include coordinating technical investigations, assigning actions, managing escalations and ensuring that stakeholders receive accurate and timely updates. You will also facilitate incident bridges, maintain decision logs and ensure that agreed service levels and operational procedures are followed.
A key part of the role will be driving continuous improvement. You will lead post-incident reviews, identify recurring issues and ensure that corrective and preventative actions are documented, assigned and tracked to completion. You will help develop response playbooks, improve monitoring and alerting practices, and contribute to service resilience, risk reduction and operational readiness. You may also support major incident exercises and the review of business continuity arrangements.
The successful candidate will have demonstrable experience leading incident or major incident management within a complex technology or service environment. You should be confident working with technical teams, senior stakeholders and external suppliers, with the ability to translate complex information into clear business updates. Strong decision-making, organisation and communication skills are essential, together with experience of IT service management frameworks and incident management tools.
You will be comfortable working in a fast-paced environment, occasionally outside standard hours where required by the incident rota. Relevant IT service management certification or equivalent practical experience would be advantageous. Above all, you will be collaborative, accountable and committed to learning from incidents to deliver more stable, reliable and responsive services.
Incident Response Team Leader
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