Business Incident Manager

About Atos Group

Atos Group is a global leader in digital transformation with c. 56,000 employees and annual revenue of c. € 7.2 billion (at the go-forward perimeter), operating in 54 countries under two brands — Atos for services and Eviden for products. European number one in cybersecurity, cloud and high-performance computing, Atos Group is committed to a secure and decarbonized future and provides tailored AI-powered, end-to-end solutions for all industries. Atos is a SE (Societas Europaea) and listed on Euronext Paris.

The purpose of Atos is to help design the future of the information space. Its expertise and services support the development of knowledge, education and research in a multicultural approach and contribute to the development of scientific and technological excellence. Across the world, the Group enables its customers and employees, and members of societies at large to live, work and develop sustainably, in a safe and secure information space.

Where purpose meets career:

• Make a real difference – Play a critical role in protecting and restoring services that support millions of customers across government-backed schemes including Tax-Free Childcare, Help to Save, Court Funds Office and Help to Buy.
• Be at the centre of decision-making – Lead incident response activities, work directly with senior stakeholders and clients, and drive service recovery during high-profile operational events.
• Grow your career – Develop expertise in incident management, stakeholder engagement, service improvement and data analytics, with opportunities to influence strategic decisions and progress into senior service management and leadership roles.

Role Purpose

The Business Incident Manager is responsible for the end-to-end management of business incidents impacting the NS&I B2B account, supporting key services including Tax-Free Childcare (TFC), Help to Save (HTS), Court Funds Office (CFO), and Help to Buy (HTB).

The role ensures effective coordination of incident response activities, maintains clear and timely communication with internal stakeholders and clients, and drives continuous improvement through root cause analysis and incident trend reporting.

Key Responsibilities

Incident Management & Coordination

• Lead the management of business incidents from identification through to resolution and closure.
• Coordinate cross-functional teams (operations, IT, suppliers, and stakeholders) to restore service as quickly as possible.
• Ensure incidents are prioritised appropriately based on business impact, risk, and customer detriment.
• Maintain control and oversight during live incidents, including facilitating incident calls/bridges and decision-making.

Stakeholder & Client Communication

• Act as the primary point of contact for incident-related communication within the business and with NS&I/HMRC stakeholders.
• Provide clear, concise, and timely updates to internal teams, senior leadership, and client representatives.
• Translate technical issues into business-impact language for non-technical audiences.
• Ensure communication aligns with contractual obligations (SLAs/OLAs) and governance expectations.

Service Recovery & Resolution

• Drive and coordinate actions required to mitigate customer and operational impact.
• Challenge and support resolver teams to ensure timely and effective resolution of incidents.
• Escalate issues appropriately where progress is at risk or impact is increasing.

Root Cause Analysis & Continuous Improvement

• Lead or coordinate the completion of root cause analysis (RCA) for significant incidents.
• Ensure corrective and preventative actions are clearly defined, tracked, and implemented.
• Identify systemic issues and opportunities to reduce incident recurrence.

Reporting, Insights & Trend Analysis

• Produce regular incident reporting, including KPIs, SLA performance, and impact analysis.
• Provide statistical and trend analysis to identify recurring themes, risks, and service weaknesses.
• Present insights and recommendations to senior stakeholders to inform operational and strategic improvements.

Skills & Experience

• Proven experience in incident management within a complex operational or service delivery environment.
• Strong stakeholder management and communication skills, particularly in high-pressure situations.
• Ability to coordinate multiple teams and drive outcomes under tight timelines.
• Experience producing RCA documentation and leading continuous improvement initiatives.
• Analytical mindset with experience in data interpretation, reporting, and trend analysis.
• Understanding of SLA/KPI frameworks and service management principles (e.g., ITIL desirable).

Key Competencies

• Calm and decisive under pressure
• Highly organised with strong attention to detail
• Clear and confident communicator
• Proactive problem-solver
• Strong commercial and customer awareness

Success Measures

• Timely resolution of incidents with minimal customer impact
• Quality and effectiveness of stakeholder communication
• Reduction in repeat incidents through effective RCA and actions
• Improved service performance through data-led insights
• Positive client and stakeholder feedback

Skills we can’t do without:

• Strong stakeholder management and communication skills, particularly in high-pressure situations.
• Ability to coordinate multiple teams and drive outcomes under tight timelines.
• Analytical mindset with experience in data interpretation, reporting, and trend analysis.

Benefits:

• Pension Scheme - contributions matched up to 10%
• Private medical cover
• Income Protection
• Life Assurance
• 25 days paid leave + National Holidays
• Flex benefits program

Diversity, Equity & Inclusion

Here at Atos, diversity and inclusion are embedded in our DNA. Read more about our commitment to a fair work environment for all. As a Disability Confident employer, we encourage applications from all applicants, especially, differently abled applicants. We aim to ensure that those who meet the minimum criteria for this position will be offered an interview. We are committed and willing to making reasonable adjustments to the application and assessment process to accommodate your needs.

We are also a care leaver-friendly employer. If you require additional support with your application, please contact our recruiter or send an email to our dedicated mailbox - UK-Recruitment-Support@atos.net