At a Glance
- Tasks: Lead incident management and develop a robust framework for effective incident response.
- Company: Join a dynamic team at a leading UK regulated firm focused on operational resilience.
- Benefits: Enjoy remote work flexibility, competitive salary, and opportunities for professional growth.
- Other info: Collaborative environment with a focus on continuous improvement and career advancement.
- Why this job: Make a real impact by ensuring swift incident resolution and enhancing operational resilience.
- Qualifications: 7+ years in incident management with strong technical and regulatory knowledge.
The predicted salary is between 70000 - 90000 £ per year.
Role Summary
Own, develop, and continuously evolve a robust and effective incident management framework across the organisation, ensuring incidents are managed with speed, control, and clear accountability from detection through to resolution and recovery.
The role is responsible for:
- Defining DNA/Optomany’s Incident Management Framework in accordance with the regulatory framework governing DNA (as a UK regulated firm) and Optomany as a critical outsource provider under DORA.
- Leading incident response across the business, coordinating internal teams and third-party providers to restore service quickly, minimise customer and financial impact, and ensure root causes are fully understood and addressed.
- Supporting operational resilience capabilities including disaster recovery and business continuity governance, scenario testing, and readiness.
- Driving post-incident oversight to ensure root cause analysis is completed to a high standard and actions are delivered.
- Building and maintaining strong relationships with Optomany’s outsource customers, third-party providers, and partners.
- Defining and enforcing incident communication standards ensuring updates are timely, accurate, and aligned with business, regulatory, and customer expectations.
Reporting into Head of Product & Delivery
Working hours: 37.5 hours per week. There may be occasional requirements to work outside standard office hours, including evenings and weekends, depending on business needs.
Working location: Remote/London
Key Responsibilities
- Incident Leadership
- Define incident framework in line with FCA/FMA/EBA/DORA standards.
- Lead incident response across business and technical teams.
- Take command of incident calls, coordinate cross-functional stakeholders, and drive resolution under pressure.
- Make real-time decisions balancing customer impact, financial risk, and recovery speed.
- Technical Oversight
- Interpret issues across the payments stack (gateway, APIs, terminals, acquirers, issuers).
- Guide and challenge engineering teams during diagnosis and recovery.
- Maintain strong awareness of system architecture, integrations, and failure points.
- Stakeholder Communication
- Act as single point of contact during incidents (including communication across the outsource network).
- Provide clear, concise updates to internal leadership, partners, and clients.
- Ensure communication is timely, controlled, and focused on business impact.
- Post-Incident & Continuous Improvement
- Lead post-incident reviews and root cause analysis.
- Drive corrective and preventative actions through to completion.
- Continuously improve incident processes, tooling, and response models.
- Contribute to a culture aligned with operational resilience, including scenario readiness and testing.
About You
- Experience working across multiple/complex regulatory environments, with exposure to and a detailed understanding of UK/EU operational resilience frameworks and formal incident reporting (e.g. FCA, FMA, EBA, DORA).
- Sound understanding of Regulatory Outsource Landscape preferred.
- Bachelor’s degree in IT, Computer Science, Business, or related field (or equivalent practical experience).
- 7+ years experience leading incident management or major incident response within a mission-critical, always-on environment.
- Proven experience operating within payments ecosystems, with strong exposure to issuer/acquirer interactions and transaction lifecycles.
- Strong understanding of ITIL practices (Incident, Problem, and Change Management).
- Strong technical understanding of distributed systems, APIs, and cloud-based platforms.
- Monitoring, alerting, and observability tooling.
- Experience leading cross-functional teams under pressure, with the ability to take control and drive outcomes.
- Excellent communication and stakeholder management skills, with the ability to translate technical issues into business impact.
- Multi-Linguistic (German) is a preference but not essential.
- Familiarity with industry-standard tooling (ServiceNow, PagerDuty, Opsgenie, Jira Service Management, Splunk).
- Strong analytical and problem-solving capability, with attention to detail and a structured approach to incident resolution.
Senior Incident and Resilience Manager in London employer: DNA Payments Ltd
At DNA/Optomany, we pride ourselves on fostering a dynamic and inclusive work environment that empowers our employees to excel in their roles. As a Senior Incident and Resilience Manager, you will benefit from a culture of continuous improvement and collaboration, with ample opportunities for professional growth and development. Our remote working model, combined with our commitment to operational resilience, ensures that you can thrive while making a meaningful impact in the fast-paced payments industry.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Incident and Resilience Manager in London
✨Join Compliance Communities
Get involved in compliance and risk communities — both online and offline. Look for forums, LinkedIn groups, or even local meetups where compliance pros hang out. You never know who might drop a job opportunity your way!
✨Attend Industry Conferences
Keep an eye out for compliance and risk management conferences and workshops in your area. These events are a goldmine for networking, and they often have job boards or recruiters on-site looking for new talent. Plus, it’s a chance to learn what's trending in the field.
✨Leverage Your University Career Services
If you’ve recently graduated or are still studying, head over to your university's career services. Many companies, including those in compliance, actively recruit fresh talent through these services, so make sure you tap into that resource.
✨Showcase Your Knowledge Online
Start writing articles or blog posts about compliance topics that interest you. Share them on platforms like LinkedIn to demonstrate your knowledge and passion. This not only builds your presence in the field but can also catch the attention of companies like DNA Payments Ltd looking for candidates who are engaged and informed.
We think you need these skills to ace Senior Incident and Resilience Manager in London
Some tips for your application 🫡
Show Your Understanding of Compliance:In the compliance-risk field, it's super important to showcase your understanding of regulations and risk management frameworks. Highlight any relevant coursework, certifications (like ICA or AML), or even projects that demonstrate your knowledge and commitment to this area. We want to see how you can navigate this complex landscape!
Quantify Your Achievements:When detailing your experience, try to quantify your achievements. For example, if you've previously worked on a project that improved compliance metrics or reduced risk exposure, give us the numbers! This data-driven approach really stands out to hiring managers in compliance-risk roles.
Tailor Your CV to Reflect Relevant Skills:Make sure your CV highlights skills that are particularly relevant to compliance, like attention to detail, analytical thinking, and report writing. Ensure these are easy to spot – consider using bullet points to break down your responsibilities and achievements for maximum impact!
Craft a Motivating Cover Letter:In your cover letter, let us know why you’re excited about the compliance-risk role at DNA Payments Ltd. Share what motivates you about compliance, and how you believe you can contribute to our mission. This is your chance to showcase not only your skills but also your passion for this important field!
How to prepare for a job interview at DNA Payments Ltd
✨Master the Regulations
Brush up on key compliance regulations relevant to the industry you're applying to. Familiarising yourself with specific laws and frameworks used in your field will give you an edge during technical questions. Show that you’re not just aware of them but can also apply them—think real-life scenarios!
✨Show Your Analytical Skills
Compliance roles really focus on analytical skills, so be prepared for case studies or situational questions during the interview. We've got to demonstrate how we approach risk assessments or compliance audits, possibly drawing on examples from past experiences or university projects. Bring some thoughtful case scenarios to discuss!
✨Know Your Tools
Get comfortable with commonly used compliance software and tools. Familiarity with platforms like RSA or MetricStream can really impress during your interview, as it shows you're ready to hit the ground running. If you’ve had any experience with them, make sure to highlight that!
✨Align with Company Culture
Since it's a full-time position, show your long-term commitment and interest in the company’s mission and values. Dive into how your ethics and professional philosophy align with DNA Payments Ltd’s stance on compliance. A shared vision can really resonate with interviewers looking for fit as much as skill!
