Incident & Problem Manager

• Own the end-to-end incident lifecycle, ensuring rapid service restoration and minimal disruption to business operations and the wider energy market
• Lead, control, and coordinate incidents, managing all resolver groups through to full recovery
• Assess, prioritise, and manage business and market impact, ensuring appropriate escalation and focus on the most critical issues
• Act as the single point of control for cross-party incidents involving Market Participants, suppliers, and external stakeholders
• Deliver clear, timely, and consistent communications to internal stakeholders, leadership teams, and the wider market throughout the incident lifecycle
• Monitor and manage incident SLAs, including tracking holds, breaches, and ensuring accurate time recording across all incident stages
• Maintain high-quality incident records with clear timelines, decision logs, actions, and a complete audit trail

• Proven experience as an Incident Manager or Major Incident Lead, ideally within the energy, utilities sectors
• Strong understanding of market operations, market participants, and supplier interactions
• Experience working with complex environments such as Helix, Kinnect, or similar energy market systems (desirable)
• Excellent stakeholder management, communication, and coordination skills, including during high-pressure situations
• Strong analytical skills with the ability to assess business impact, prioritise effectively, and ensure swift resolution
• Experience maintaining accurate incident records and following ITIL-aligned processes
• Ability to influence resolver groups and drive accountability across internal and external parties

Experience working with complex environments such as Helix, Kinnect, or similar energy market systems (desirable)