Major Incident Manager

Major Incident Management processes & procedures to efficiently manage and communicate the recovery of IT services. Capture accurate incident lifecycle landmarks & drive improvement of recovery times. The role holder will lead service recovery of incidents of any threat level, facilitating both technical and business calls with key teams and stakeholders. Build and maintain effective working relationships with IT colleagues and business partners.

The HSBC IT environment is very complex comprising a wide variety of platforms & environments in a 24x7x365 model and incidents must be either fixed or circumvented within agreed service levels, failure to recover the services in line with agreements can severely impact the group's profitability & reputation.

Key Responsibilities
  • Facilitate Service Recovery
  • Facilitate Business Engagement
  • Facilitate Management Escalation Calls
  • Issue Incident Summaries
  • Maintain oversight of in-flight incidents
  • Major Incident Manager Team Leadership
  • Execution of the Incident Management Practice
  • Practice Design and Development


  • ITIL certification qualification at a minimum of foundation level
  • Background of working within the IT Service Management discipline
  • Working knowledge of Major Incident Management lifecycle events
  • Evidence of communicating complex incident detail in a manner that is consumable by senior executive management
  • Ability to drive technical resolution of incidents under pressure
  • Experience with Microsoft Office
  • Provide 24x7 support on a rotation with the team


As an HSBC employee, you will have access to tailored professional development opportunities and a competitive pay and benefits package. We work hard to ensure that our workplace is a diverse, inclusive and meritocratic environment and we have a strong commitment to sustainability. Our Employee Resource Groups (ERGs) play a central part in life at HSBC, including the development of our employees and our connection to the communities and customers we serve. We value difference. We succeed together. We take responsibility. We get it done. And we want you to help us build the bank for the future!

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. ayu