Incident Manager

Team – IT Service Management

Working Pattern - Hybrid – 2 days per week in the Vitality Bournemouth Office. Full time, 35 hours per week.

We are happy to discuss flexible working!

• Incident Management – Major incident handling, root cause analysis, SLA compliance
• Technical Knowledge – Applications, infrastructure, monitoring tools, quick tech adoption
• Communication – Clear, timely updates to technical and non-technical stakeholders

The Incident Manager oversees the end-to-end management of Technology and Business impacting incidents, including IT outages (applications, infrastructure, networks) and business issues (supplier failures, facilities, health & safety, regulatory breaches, payment disruptions, fraud attempts, data privacy exposures, and major service breakdowns). You’ll coordinate technical and business teams, activate the right response (Major Incident / Crisis / BCP), lead investigations, and ensure timely, accurate updates to stakeholders.

The role also covers proactive and reactive Problem Management, using tools for monitoring, triage, root-cause analysis, trend detection, and reporting.

• Monitor and drive incidents to closure, escalating when needed
• Assess severity and manage major incidents through remediation
• Communicate incident status to stakeholders
• Coordinate investigations and document steps for root cause analysis
• Perform trend analysis and proactive Problem Management to reduce recurrence
• Ensure SLA compliance and governance of Incident / Problem processes
• Join an on‑call rota for significant incidents out of hours

• Able to demonstrate a proven track record in the effective delivery of Incident Management
• Experience with application or infrastructure services
• Excellent written and verbal communication skills with the ability to effectively tailor communication of technically complex issues to various audiences
• Strong collaboration skills with an interest to develop a strong network
• Ability and aptitude to pick up new technologies or procedures
• Good organisational skills and excel at multitasking with the ability to “pick up the pace” during major outages

• Bonus Schemes – A bonus that regularly rewards you for your performance
• A pension of up to 12% – We will match your contributions up to 6% of your salary
• Our award‑winning Vitality health insurance – With its own set of rewards and benefits
• Life Assurance – Four times annual salary

These are just some of the many perks that we offer! To view the extensive range of benefits we offer, please visit our careers page. Fantastic Benefits. Exciting rewards. Great career opportunities!

If you are successful in your application and join us at Vitality, this is our promise to you, we will :

• Help you to be the healthiest you’ve ever been.
• Create an environment that embraces you as you are and enables you to be your best self.
• Give you flexibility on how, where and when you work.
• Help you advance your career by playing you to your strengths.
• Give you a voice to help our business grow and make Vitality a great place to be.
• Give you the space to try, fail and learn.
• Provide a healthy balance of challenge and support.
• Recognise and reward you with a competitive salary and amazing benefits.
• Be there for you when you need us.
• Provide opportunities for you to be a force for good in society.

We commit to all these things because we want you to feel that you belong, and are supported to be happy and healthy.