Business Consultant – Incident Management Command & Control
London or Birmingham (Hybrid)
6-Month Contract
Up to £950 p/d (Umbrella)
HSBC is looking for an experienced Business Consultant to lead the design and implementation of a Command & Control Centre (C3) for Incident Management. This role will focus on strengthening operational resilience, improving service stability, and ensuring regulatory readiness across a complex banking environment. You’ll work closely with senior stakeholders across technology and business functions to establish best-in-class Major Incident Management capabilities.
Job Responsibilities
- Define the C3 strategy, scope, and operating model, including roles, RACI, escalation paths, and success metrics (e.g. MTTR, engagement time)
- Design and optimise end-to-end Major Incident Management (MIM) processes from detection through to resolution and closure
- Establish incident severity frameworks, invocation criteria, and governance structures
- Facilitate incident war rooms and coordinate cross-functional teams (Technology, Operations, Cyber, Risk, Business Continuity)
- Develop communication playbooks for internal, executive, and customer-facing updates
- Translate business needs into tooling requirements (e.g. ServiceNow, PagerDuty) and define MI dashboards/reporting
- Lead training, simulation exercises, and continuous improvement initiatives
- Produce key deliverables including operating models, playbooks, governance packs, and implementation roadmaps
Requirements
- 7–12+ years’ experience in banking or financial services consulting
- Strong background in Major Incident Management, Command Centres, or Operational Resilience
- Proven experience designing operating models, processes, and governance frameworks
- Ability to lead in high-pressure incident environments and engage senior stakeholders
- Strong knowledge of ITIL practices and regulatory expectations within banking
- Experience with tools such as ServiceNow, PagerDuty/Opsgenie, or similar
- Excellent communication, stakeholder management, and facilitation skills
- ITIL certification (preferred)
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