Incident Manager

Job Title

Job Description

So, who are we?

IG Group is a FTSE 100 fintech operating across five continents, serving over 1.3m customers and handling billions of dollars in transactions – built on scale, trust, and proof. We didn't pivot to innovation; it's how we've always operated. What that means for the people who work here is real: genuinely complex problems to solve, the technology and resources to tackle them properly, and the kind of scope that's rare in established businesses.

The bar is high – bring a curious and forward-thinking mindset and we'll give you the platform to define what comes next.

Join us at IG – the future gets built here!

Your team

As an Incident & Problem Manager at IG, you will be responsible for responding to mission-critical issues which affect IG’s financial, reputational, and regulatory standing. The role has high visibility and broad scope, allowing you to learn and become responsible for IG’s business, systems, and priorities. You will work with highly skilled teams on industry-leading technology to deliver the best outcomes for IG’s customers and stakeholders.

Your role in the Team's Success

Your primary responsibility will be to manage the full incident lifecycle from rapid severity assessment through to resolution and post-incident review while simultaneously driving the Problem Management process to reduce IT risk and improve service stability. By identifying root causes, managing risks in ServiceNow and Jira, and coordinating cross-functional resolver groups, you will help maintain operational excellence across IG’s mission-critical platforms.

Your role is integral to ensuring clear, timely communication reaches senior stakeholders during incidents and that lessons learned translate into lasting improvements across the function.

What you'll do

• Quickly assess incident severity, coordinate resolver groups, chair war rooms and major incident calls, and deliver clear, accurate communications to senior management and business stakeholders throughout the incident lifecycle.

• Own Problem Management governance end-to-end ensuring problems and risks are accurately logged in ServiceNow and Jira, regularly reviewed, and progressed to resolution, mitigation, or acceptance.

• Chair regular Problem Review Meetings and drive all open problems through to closure, ensuring lessons learned from incidents are captured and acted upon to prevent reoccurrence.

• Analyse incident records to identify trends impacting IT service availability, and use these insights to recommend and deliver targeted improvements across the function.

• Liaise with Change, Release, and other ITIL process teams to ensure smooth handoffs and a coordinated approach across service management.

• Produce monthly Incident and Problem Management reporting packs that demonstrate process effectiveness and support senior and regulatory stakeholder oversight.

What you'll need for this role

Key Qualification Requirements:

• 5+ years of experience in globally dispersed, controls-driven Service Management teams, with 2+ years specifically managing Incident and/or Problem Management processes in a fast-moving CI/CD environment. Financial services experience preferred.

• Strong stakeholder management skills, including the ability to manage upwards and influence without direct authority across technical, business, and regulatory audiences.

• Excellent written and verbal communication skills, with a track record of delivering accurate, timely reporting under pressure.

• Experience in data analysis and trending, with the ability to translate incident patterns into actionable improvements and drive process efficiency.

• Calm, detail-oriented, and adaptable with the ability to manage multiple priorities simultaneously and own issues through to full resolution.

• ITIL V3 Foundation (minimum); ITIL V4 or Problem Practitioner qualification desirable, along with familiarity with ServiceNow and Jira.

How we work

We try to take a thoughtful approach to our ways of working as a company. We follow a hybrid working model with 3 days in the office -- which we think balances the need to collaborate effectively and connect with each other. When it comes to how we deliver, there are 5 things we want everyone to do to drive high performance, better learning and career satisfaction:

• Lead and Inspire: Drives trust, alignment, and enthusiasm

• Think Big: Focus on the problems that most impact commercial outcomes

• Champion the client: Understand and prioritise client's needs

• Deliver at pace: Push for fast, sustainable growth;

• Raise the bar: Take ownership, be accountable and share feedback

We believe that diversity is vital to success, it fuels creativity, drives innovation and sets us up for global success. We're committed to building teams with a variety of perspectives and skills to help us realise our vision and strategy, that's why we encourage applications from people with diverse backgrounds and experiences to join us on this journey. Learn more about our D&I approach here.

The Perks

Your growth fuels our success! Thrive with tailored development programs, mentoring opportunities with leaders, and clear career progression. Expand your network through committees, sports and social clubs. Enjoy extra time off for volunteering and community work.

backgrounds and experiences to join us on this journey. Learn more about our D&I approach here.

The Perks

Your growth fuels our success! Thrive with tailored development programs, mentoring opportunities with leaders, and clear career progression. Expand your network through committees, sports and social clubs. Enjoy extra time off for volunteering and community work.

• Matched giving for your fundraising activity

• Flexible working hours and work-from-home opportunities

• Performance-related bonuses

• Insurance and medical plans

• Career-focused technical and leadership training in-class and online, incl. unlimited access to LinkedIn Learning platform

• Contribution to gym memberships and more

• Free Lunch/Snacks

• A day off on your birthday

• Two days’ volunteering leave per year.

Learn more about the Perks here!

Join us for this exciting journey. Apply now!

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