Senior Incident Manager

WPP is a world leader in marketing services, with deep AI, data and technology capabilities, global presence and unrivalled creative talent. Our clients include many of the biggest companies and advertisers in the world, including approximately 300 of the Fortune Global 500.

Our people are the key to our success. We're committed to fostering a culture of creativity, belonging and continuous learning, attracting and developing the brightest talent, and providing exciting career opportunities that help our people grow.

Why we're hiring :

WPP is at the forefront of the marketing and advertising industry's largest transformation. Our Global CIO is leading a significant evolution of our Enterprise Technology capabilities, bringing together over 2,500 technology professionals into an integrated global team. This Team will play a crucial role in enabling the ongoing transformation of our agencies and functions.

The Senior Incident Manager will lead the resolution of critical incidents and ensure the stability and reliability of IT services. The role involves managing high-severity incidents, collaborating with cross-functional teams, and driving process improvements to minimize downtime and enhance customer satisfaction.

What you'll be doing :

Incident Management Leadership :

• Take ownership of major incidents (P1 / P2) to ensure timely resolution and minimal business impact.
• Act as the central point of contact during high-severity incidents, coordinating with technical teams, stakeholders, and vendors.
• Drive the incident resolution process, including identification, escalation, troubleshooting, and closure.
• Communication and Stakeholder Management :
• Provide clear and timely communication to stakeholders, including senior management, during incidents.
• Deliver post-incident reports with root cause analysis, impact assessments, and preventive recommendations.
• Ensure effective collaboration and alignment with incident, problem, and change management processes.

Incident Monitoring and Reporting :

Process Improvement :

IT Service Management (ITSM) :

Team Coordination and Training :

What you'll need : Technical Skills :

Certifications :

Soft Skills :

Skills Required

Servicenow, Bmc Remedy, Dynatrace, Splunk, Jira