Major Incident and Problem Manager in Hampshire

At Aztec, we’re committed to building and nurturing a diverse and inclusive workforce where everyone feels valued, respected, and able to grow. We know that different backgrounds, perspectives, and experiences strengthen our business and we welcome applications from all individuals. So, if your experience doesn’t exactly match with every part of the job description, but you are excited about the role, we would still like to hear from you. If you are passionate, curious, innovative and data driven, you could still be a good fit. About The Role The Aztec Group is seeking an experienced Major Incident and Problem Manager to own and continually improve the major incident and problem management capabilities across Technology. Key Responsibilities Major Incident Management Lead the end-to-end response to major technology incidents, from declaration and mobilisation through service restoration, closure and review. Act as the incident commander, establishing clear roles, priorities, decision paths, escalation routes and recovery objectives. Coordinate internal teams, suppliers and business stakeholders to remove blockers and restore services safely and quickly. Maintain an accurate incident timeline, decision log, action record and agreed source of truth throughout the event. Ensure appropriate handover, monitoring and operational validation before an incident is formally closed. Communications and Stakeholder Management Provide timely, concise and audience-appropriate updates to Technology Leaders, business stakeholders and executive management. Translate complex technical information into clear business impact, risk, recovery status and required decisions. Manage communications with clients, regulators and other external parties where required, working with Legal, Risk, Compliance and Communications teams. Facilitate incident bridges and ensure meetings remain focused on restoration, decisions, ownership and next actions. Problem Management Own the problem management lifecycle, including identification, prioritisation, investigation, root cause analysis, known errors and closure. Facilitate blameless post-incident reviews and ensure root causes, contributing factors and control gaps are evidenced. Maintain the problem backlog and drive corrective and preventative actions to agreed owners and target dates. Identify recurring incident themes and work with service owners and engineering teams to remove systemic causes. Escalate overdue or high-risk remediation and ensure accepted risks are formally recorded and governed. Governance, Reporting and Continual Improvement Define and maintain major incident and problem management policies, processes, severity criteria, templates and operating procedures. Produce meaningful metrics and trend reporting covering service impact, restoration performance, recurrence, root causes and action completion. Support operational resilience, audit and regulatory evidence requirements, including clear records of decisions, communications and remediation. Plan and facilitate incident simulations and lessons-learned exercises to improve organisational readiness. Promote a culture of accountability, learning and continual service improvement across Technology and its suppliers. Collaboration and Capability Building Work closely with Service Operations, Infrastructure, Cloud, Engineering, Cyber Security, Change Management and business service owners. Coach incident managers, technical leads and service owners in effective incident command, problem analysis and communication practices. Clarify operational responsibilities across internal teams and third parties, including out-of-hours escalation and response expectations. Build trusted relationships with senior stakeholders and challenge constructively where risk, ownership or delivery is unclear. Required Skills advanced ITIL, SIAM, business continuity or crisis management qualifications are desirable. Experience working within a geographically distributed organisation and an out-of-hours support model is desirable. Personal Attributes Calm, decisive and credible under pressure. Highly organised, evidence-led and attentive to detail. Collaborative and improvement-focused, with a blameless approach to learning. Able to work independently, exercise sound judgement and manage competing priorities. We will provide the training, both in house for relevant technical knowledge and also professional qualifications to enhance your professional development. You will need to be quick to learn new systems and business processes and great with people, as close working relationships between our colleagues and clients is at the heart of what we do. Benefits Discretionary bonus scheme Flexible, hybrid working Ability to work abroad for up to 3 weeks per annum Generous holiday allowance Pension scheme Private medical insurance, including eye care Life assurance (death in service and critical illness benefit) Worldwide travel insuranceHealth and wellbeing programmes On-site parking