Incident Management Lead

Description:

WTW is seeking a proactive and experienced professional to join their Global Business Continuity Management and Operational Resilience team as a Crisis/Incident Management Lead for a 6-month fixed-term contract based in London with hybrid working arrangements. This role plays a critical part in leading and enhancing the company’s incident, crisis, and operational resilience framework to ensure effective response during business disruptions and to strengthen organizational preparedness.

You will oversee the development, implementation, and continuous improvement of the global incident management framework, manage emergency communication platforms such as Everbridge, and provide operational response support during crisis events. The role demands exceptional communication, stakeholder management, and analytical skills to drive corrective actions and enhance resilience across multiple geographies.

Key Responsibilities

• Incident Management Framework: Develop, maintain, and enhance global incident management structures, operating protocols, plans, and contact databases.

• Stakeholder Collaboration: Build and maintain relationships with key stakeholders to ensure consistency and integration of crisis plans across regions.

• Emergency Communication Systems: Manage access and permissions for Everbridge and WTW’s secure off-band crisis communication platform, ensuring seamless onboarding, data transfer, and user training.

• Crisis Response: Support and lead crisis response activities, ensuring timely reporting, tracking, and closure of incidents while incorporating lessons learned.

• Exercises & Awareness: Organize and deliver incident management exercises, training, and awareness sessions for incident management teams.

• Risk Monitoring: Monitor emerging risks and propose enhancements to the framework to strengthen resilience.

• Team Contribution: Collaborate with the wider Operational Resilience team to achieve organizational resilience objectives.

Qualifications & Skills

• Strong background in business continuity and operational resilience.

• Proven experience in crisis event response and incident management.

• Experience with mass notification platforms (Everbridge desirable).

• Strong organizational and communication skills with ability to work across diverse geographies.

• Excellent data management skills, including Excel proficiency for monitoring, analysis, and reporting.

• Business Continuity Institute certification or equivalent (desirable).

Equal Opportunity Employer

WTW is an equal opportunity employer that values diversity and inclusivity. They are committed to providing workplace accommodations throughout the recruitment and employment process and promote a flexible hybrid working culture tailored to team, role, and client needs.