Key Responsibilities

Incident Management

• Own the end-to-end incident lifecycle, ensuring rapid service restoration and minimal disruption to business operations and the wider energy market.

• Lead, control, and coordinate incidents, managing all resolver groups through to full recovery.

• Assess, prioritise, and manage business and market impact, ensuring appropriate escalation and focus on the most critical issues.

• Act as the single point of control for cross-party incidents involving Market Participants, suppliers, and external stakeholders.

• Deliver clear, timely, and consistent communications to internal stakeholders, leadership teams, and the wider market throughout the incident lifecycle.

• Monitor and manage incident SLAs, including tracking holds, breaches, and ensuring accurate time recording across all incident stages.

• Maintain high-quality incident records with clear timelines, decision logs, actions, and a complete audit trail.
  

Skills & Experience

• Proven experience as an Incident Manager or Major Incident Lead, ideally within the energy, utilities sectors.

• Strong understanding of market operations, market participants, and supplier interactions.

• Experience working with complex environments such as Helix, Kinnect, or similar energy market systems (desirable).

• Excellent stakeholder management, communication, and coordination skills, including during high-pressure situations.

• Strong analytical skills with the ability to assess business impact, prioritise effectively, and ensure swift resolution.

• Experience maintaining accurate incident records and following ITIL-aligned processes.

• Ability to influence resolver groups and drive accountability across internal and external parties.