Senior Incident Manager (6 Month FTC)

We are looking for an experienced Incident & Problem Manager to join the Enterprise Technology function. You will help create a culture based on a growth mindset and customer obsession. Participation in the evolution of the Incident & Problem Management disciplines across Dojo will be a key expectation. Your work in this role will use cutting edge technologies and industry concepts to directly prevent minutes of downtime for customers. As a key member of a small and growing team, you will use agile and AI‑driven methods to evolve our Incident and Problem Management practices and influence the strategic direction of this process. You will also ensure that Incident and Problem Management toolsets are fit for purpose and ready to support the ongoing roadmap of product releases.

We’re looking for a forward‑thinking leader, someone who can balance traditional ITIL frameworks with modern tools and practices, such as Jira Service Management, incident.io and FireHydrant. You will work closely with cross‑functional stakeholders, including Engineering, Product and Customer Operations to ensure that incidents are resolved efficiently and root causes are addressed comprehensively. This role requires some remote work and some in‑person collaboration in our London Head Office (Paddington). You may be required to participate on the out‑of‑hours on‑call rota.

What You Will Do

• Take responsibility for all aspects around the management, communication, and resolution of incidents, collaborating closely with Engineering, Product, Customer Services teams and third‑parties, ensuring fast, effective containment, resolution, and customer impact mitigation.
• Cultivate a culture of accountability, ensuring Engineering teams and incident responders maintain high standards for incident resolution.
• Implement thorough tracking and reporting of incident response metrics to establish transparency and define clear performance expectations.
• Ensure ongoing communication to both internal and external audiences during live incidents.
• Oversee and conduct thorough root cause analysis for major or recurring incidents and create and implement preventative measures to minimise future occurrences.
• Oversee and continually enhance KPIs and performance metrics related to incident and problem management.
• Spearhead ongoing improvement initiatives to maintain process agility and alignment with evolving business needs.
• Prepare and distribute reports on incident and problem management metrics to stakeholders, including executive leadership, product management, and customer services teams. These reports should provide insights into trends, risks, and opportunities for improvement.
• Ensure process documentation, runbooks and templates are maintained, accurate, clear, fit for purpose and followed.

What You Will Bring

• Minimum of 5 years’ experience in IT incident and problem management, with at least 2 years in a senior capacity. Ideally, this experience would be gained within SaaS and platform‑based environments.
• Experience in platform‑oriented operations, especially in a SaaS environment, with a strong preference for candidates who have supported a product’s transition from project to live.
• Experience in working in the payments industry is advantageous, but not a necessity.
• Modern practices in Incident Management: skilled in leveraging advanced incident management tools (like Jira Service Management, incident.io, FireHydrant, Pagerduty, Slack) and AI‑powered solutions to accelerate response times and optimise processes.
• Problem Management skills in leading thorough root cause analysis and problem resolution, applying SRE principles to prevent future incidents.
• Able to effectively influence and collaborate with cross‑functional teams and executive‑level stakeholders.
• Skilled at communicating complex information to both technical and non‑technical audiences.
• Proactively identifies opportunities to enhance incident and problem management processes through data‑driven insights and innovative strategies, ensuring alignment with business objectives.
• Experience in managing incident and problem resolution across diverse cloud platforms.
• Creative mindset who challenges the status quo.
• Adaptable, proactive, and resilient in a fast‑paced, changing environment.