Senior Incident Manager

About Temenos
Temenos powers a world of banking that creates opportunities for billions of people and businesses everywhere. We have been doing this for over 30 years through the pioneering spirit of our Temenosians who are passionate about making banking better, together.

We serve over 3000 clients from the largest to challengers and community banks in 150+ countries. We collaborate with clients to build new banking services and state-of-the-art customer experiences on our open banking platform, helping them operate more sustainably.

At Temenos, we have an open-minded and inclusive culture, where everyone has the power to create their own destiny and make a positive contribution to the world of banking and society.

THE ROLE
This role serves as the primary coordinator during major incidents, establishing and maintaining ITIL v4-aligned incident management procedures across the organization. The Incident Manager will facilitate efficient incident resolution, conduct post-incident reviews, develop documentation, monitor key metrics, and collaborate with Problem Management to address underlying issues causing recurring incidents.

OPPORTUNITIES

• You will lead improvements in organizational incident response capabilities.
• You will reduce service disruption impact through process optimization.
• You will build and mentor a high-performing incident management team.
• You will influence IT service resilience through preventative measures.
• You will contribute to business continuity and disaster recovery planning.
• You will develop industry-leading practices for incident management.
• You will collaborate across departments to implement enterprise-wide solutions.
• You will drive improvements in key performance metrics including MTTR, MTTA, and incident frequency.

Skills

• You should have strong understanding of incident management principles within ITIL framework.
• You should have excellent communication skills for both technical and non-technical stakeholders.
• You should have leadership abilities during high-pressure situations.
• You should have analytical skills for identifying incident patterns and root causes.
• You should have the ability to prioritize and coordinate multiple incidents simultaneously.
• You should have strong documentation and reporting capabilities.
• You should have training and mentoring skills to build incident response capabilities.
• You should have problem-solving abilities to address complex technical issues.
• You should have strong understanding of banking software and terminology.
• You should have a Bachelor's degree in Information Technology, Computer Science, or related field.
• You should have ITIL v4 Foundation certification (higher-level certifications preferred).
• You should have 3+ years of experience in IT Service Management with focus on incident management.
• You should have experience with ITSM tools (Jira Service Management).
• You should have experience conducting effective post-incident reviews and root cause analyses
• You should have the ability to participate in on-call rotation for critical incident response.
• You should have experience in developing incident management processes and documentation.

VALUES

• Care about transforming the Banking landscape.
• Commit to better outcomes by continuously improving incident response.
• Collaborate closely with others to solve problems and strengthen systems, sharing knowledge and building trust.
• Challenge the norm, explore new ways, and drive continuous improvement.

SOME OF OUR BENEFITS include:

• Maternity leave: Transition back with 3 days per week in the first month and 4 days per week in the second month
• Civil Partnership: 1 week of paid leave if you're getting married. This covers marriages and civil partnerships, including same sex/civil partnership
• Family care: 4 weeks of paid family care leave
• Recharge days: 4 days per year to use when you need to physically or mentally needed to recharge
• Study leave: 2 weeks of paid leave each year for study or personal development

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