Business Consultant - Incident Management at HSBC, London/Remote, 6 Months, to £950 per day

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)