Product Owner

Job ID: 1472511 Role: Product Owner – Major Incident Management Location: Sheffield, United Kingdom Work Model: Hybrid ( 2 days /week onsite) Contract Duration: 6–12 Months Rate: £375 per day (Inside IR35 ) Notice Period: Immediate to 30 Days Preferred About the Role We are seeking an experienced Product Owner with expertise in Major Incident Management to support a large-scale enterprise technology environment. The ideal candidate will have a strong background in IT Service Management (ITSM), Incident Management, and Financial Services, with the ability to manage critical incidents, engage stakeholders, and drive service restoration in a fast-paced 24x7 environment. Key Responsibilities: - Lead and coordinate the end-to-end Major Incident Management process. - Triage and prioritize critical incidents based on business impact and urgency. - Drive service recovery activities and coordinate technical teams to restore services within agreed SLAs. - Communicate incident status, business impact, recovery progress, and resolution updates to senior management and business stakeholders. - Issue Major Incident Notifications (MINs) and facilitate Management Escalation Calls (MECs). - Conduct and contribute to Major Incident Reviews (MIRs) and Root Cause Analysis (RCA). - Execute Incident Management processes in accordance with IT Service Management (ITSM) best practices. - Ensure accurate documentation of the incident lifecycle to support reporting, compliance, and continuous improvement. - Work closely with Business Service Owners, Engineering, Operations, and Technology teams to improve service resilience and reduce recurring incidents. - Drive continual service improvement initiatives by identifying opportunities to enhance incident response, recovery, and operational efficiency. Required Skills & Experience -Minimum 5 years of experience in Technology Major Incident Management. -Experience working within the Banking or Financial Services industry. -Strong understanding of IT Service Management (ITSM) and Incident Management processes. -Proven expertise in: -Major Incident Management -Risk Management (IT/Operational) -Stakeholder Management -Service Recovery -Incident Escalation -Root Cause Analysis -Strong command and control skills during high-severity incidents. -Experience working in Agile environments. -Ability to work in a 24x7 shift-based support model. -Strong analytical, decision-making, and problem-solving skills. -Excellent written and verbal communication skills with the ability to engage senior leadership and business stakeholders. Key Competencies: - Major Incident Management - IT Service Management (ITSM) - Risk Management - Stakeholder Management - Service Recovery & Operational Excellence - Incident Communication & Escalation - Root Cause Analysis (RCA) - Agile Delivery - Operational Governance & Compliance - Key Accountabilities - Minimize business disruption through effective incident coordination and rapid service restoration. - Improve service quality by reducing Mean Time to Restore (MTTR) and recurring incidents. - Drive collaboration across technology, operations, and business teams. - Ensure compliance with operational governance, audit, and regulatory requirements. - Promote continual service improvement through trend analysis and process optimization. - Deliver accurate reporting and meaningful incident metrics to support operational decision-making. - Preferred Qualifications - Experience working within large-scale enterprise or regulated environments. - Knowledge of ITIL Incident Management best practices. - Experience managing cross-functional teams during critical production incidents. Interested Candidates Please share your updated CV along with the following details: Total Experience - Relevant Major Incident Management Experience - Banking/Financial Services Experience - Current Location - Current Salary/Rate - Expected Salary/Rate - Notice Period - UK Work Authorization Status Email: *usha@rapdservice.co.uk