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Incident & Problem Manager

United Kingdom, Euston, North West London · Job Posted January 29, 2026
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Job Responsibility

  • 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

Requirements

  • 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

Nice to have

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

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