Incident Manager

Company details

Sopra Banking Software works with banks, building societies and other financial services institutions across the world. We help them to develop, deliver and operationalise their digital transformation strategies. Using our suite of digital banking products and services enables these organisations to deliver remarkable financial services to their clients.


Reporting operationally to the Head of Support Services and on a day to day basis, working as part of the support services team, the Incident Manager is responsible for ongoing management of the incident management process.

Working closely with the Service Desk and Service Managers, the incident manager will ensure the required processes are in place, continually improved and adhered to in order to provide an effective incident management service.

Taking ownership of all major incidents and acting as the focal point for the flow of information, the incident manager will manage communication with the business and clients to ensure all parties are updated on progress during live incidents. The role includes ensuring incident queues are monitored and preventative actions taken to reduce SLA breaches and ensure a call closure SLA targets are met.

  • Ensure the incident management process is followed by all support staff

  • Work closely with other process owners to represent the incident management process.

  • Act as the incident coordinator in the event of a major incident

  • Owning the incident/major incident management process, ensuring it is continually improved

  • Be responsible for communications during a major incident

  • Compile and distribute Major Incident Reports post incident

  • Working closely with problem and knowledge management to ensure follow on actions from major incidents are progressed.

  • Liaise with technical teams to identify issues and progress resolutions

  • Record out of hours incident calls for discussion at monthly meetings

  • Assist with the production of management information.

  • Contribute to the Service Improvement Program

  • Create, update and maintain process documentation

  • Take responsibility for long standing incidents and progress to resolution

  • Ensuring call queues are monitored and actions taken to prevent SLA breaches.

  • Actively pursue activities to demonstrably reduce incident resolution times and the incident backlog.


We are interested in hearing from you, if you have most of the following attributes:

  • Proven major incident management experience

  • ITIL Incident Practitioner or Service Operations qualification.

  • Experience of a service desk environment

  • Excellent verbal and written communication skills

  • Ability to work under pressure

  • Ability to use initiative, prioritise work and make recommendations for process improvements

  • Previous experience as a Process owner.

Don’t worry if you don’t have all of the above experience as we would still like to hear from you.


Sopra Banking Software are proud to be an inclusive employer. This role is supported by flexible working, based from our Sheffield office we offer up to 3 days per week flexible remote working, with 2 days per week office based or on customer sites as required. All employees are supported to work from home with DSE assessments and IT equipment where required to be fully productive when remote working.

At Sopra Banking Software, you can come as you are. We embrace diversity in all its forms. We’re committed to fostering a work environment that is inclusive and respectful of all differences, we value diversity at our company and do not discriminate on the basis of race, ethnicity, religion, gender, sexual orientation, age or disability status. All personal information will be treated as confidential according to the Employment Equity act.

In return:

By joining the Sopra Banking Software team you will enjoy a market competitive salary and our excellent rewards and benefits schemes including a 6% pension contribution, employee share scheme (buy one get one free), an option to buy or sell holiday days, medical insurance, critical illness cover, a health cash plan, and we offer flexible working arrangements to all employees, plus many more excellent benefits.

As part of our hiring process new employees will be required to pass a confidential consumer credit check and DBS check. This is a straight forward credit check for CCJ’s, bankruptcy and a criminal record check, however if you wish to know more about what is or is not acceptable please ask our recruitment team.

Placed on:Thu 13 January 2022
Location: Sheffield with hybrid working
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