Full job description 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)