Job Description

Who is HelloKindred?

HelloKindred are specialists in staffing marketing, creative and technology roles, offering a range of talent solutions that can be delivered on-site, remotely or hybrid.

Our vision is to make work accessible and people’s lives better. We do this by disrupting traditional employment barriers – connecting ambitious talent to flexible opportunities with trusted brands.

Anticipated Contract End Date/Length: November 30, 2027
Work Set Up: Hybrid (2 days per week in office)
Clearance Required: BPSS Eligible

Our client in the Information Technology and Services industry is looking for a Crisis Manager to lead the recovery of medium, high, and critical IT incidents while ensuring efficient service restoration, stakeholder communication, and operational resilience. This role will oversee major incident management activities, coordinate technical and business recovery efforts, facilitate root cause analysis, and drive continual service improvement through effective incident management practices. The successful candidate will play a key role in minimizing business disruption, improving recovery times, and ensuring compliance with regulatory and governance requirements.

What you will do:

• Triage and prioritize incidents based on business impact and severity.
• Lead service recovery activities for medium, high, and critical incidents.
• Facilitate technical and business engagement throughout the incident lifecycle.
• Communicate recovery progress, business impact, and status updates to senior management and stakeholders.
• Issue Major Incident Notifications (MINs) in accordance with established procedures.
• Execute Incident Management processes and participate in Management Escalation Calls (MEC).
• Coordinate incident reviews and collaborate with Problem Management to document root causes and preventative actions.
• Raise Problem Records for service outages requiring further investigation.
• Capture and maintain accurate incident lifecycle data to support reporting and continual service improvement.
• Build effective working relationships with IT teams, business partners, service owners, and senior leadership.
• Identify opportunities to improve incident management processes, recovery times, and customer experience.
• Ensure compliance with regulatory requirements, internal controls, governance policies, and risk management standards.
• Lead resources engaged in incident management activities throughout the duration of incidents.
• Support the implementation of IT Operations best practices and continuous service improvement initiatives.

Qualifications

• Proven experience managing medium, high, and critical IT incidents within complex enterprise environments.
• Strong knowledge of Incident Management, Major Incident Management, and Problem Management processes.
• Experience leading service recovery activities and coordinating cross-functional technical and business teams.
• Ability to communicate effectively with technical teams, business stakeholders, executives, and senior management.
• Experience conducting root cause analysis and facilitating Major Incident Reviews.
• Strong understanding of ITIL principles and incident management best practices.
• Excellent analytical, decision-making, and problem-solving skills in high-pressure environments.
• Ability to manage operational risk while ensuring compliance with internal controls and regulatory requirements.
• Strong stakeholder management, leadership, and collaboration skills.
• Experience working within large-scale, highly available, 24x7 IT environments is preferred.
• Financial services or banking industry experience is preferred.
• Experience supporting continual service improvement initiatives and operational governance is preferred.

Additional Information

Please submit a CV/resume (mandatory) along with your application.

All your information will be kept confidential according to EEO guidelines.

Candidates must be legally authorized to live and work in the country where the position is based, without requiring employer sponsorship.

HelloKindred is committed to fair, transparent, and inclusive hiring practices. We assess candidates based on skills, experience, and role-related requirements.

We appreciate your interest in this opportunity. While we review every application carefully, only candidates selected for an interview will be contacted.

HelloKindred is an equal opportunity employer. We welcome applicants of all backgrounds and do not discriminate on the basis of race, colour, religion, sex, gender identity or expression, sexual orientation, age, national origin, disability, veteran status, or any other protected characteristic under applicable law.