Major Incident Manager in the Command Centre

Swift’s Command Centre is at the centre of how we protect the resilience of a critical global financial infrastructure. We provide the coordination, governance, and communication needed to manage high-impact incidents and ensure Swift remains trusted, secure, and able to deliver around the clock. Working closely with internal and external stakeholders, the team plays a key role in safeguarding service continuity, strengthening operational excellence, and continuously improving how Swift responds to disruption.

About the role

As a Major Incident Manager in Swift’s Command Centre, you will be at the heart of our response to high-impact operational disruptions. You will coordinate complex incidents across technical, operational, business, and external stakeholders, ensuring that Swift responds with speed, discipline, and clarity when it matters most. This is a highly visible role with real influence, offering the opportunity to make a direct contribution to the resilience of a critical global ecosystem.

The role is ideal for someone who is from a regulated industry, stays calm under pressure, can lead through influence, and is comfortable making progress in fast-moving and ambiguous situations. The scope goes well beyond service outages and includes any event that could significantly affect Swift’s services, customers, staff, premises, or reputation. In a context of continued technology, regulatory, and geopolitical change, you will help ensure Swift remains resilient, prepared, and trusted by the global financial community.

This role offers a unique opportunity to combine operational leadership, stakeholder management, and resilience expertise in an environment where your work has visible and lasting impact. It is well suited to an experienced professional who enjoys working across boundaries, solving complex problems, and helping an organisation perform at its best during its most critical moments.

Responsibilities

As part of the Command Centre team, you will help strengthen Swift’s operational resilience and incident management capability. The role calls for sound judgment, strong coordination, and a continuous improvement mindset, with a focus on managing major incidents effectively while helping evolve the processes, reporting, and readiness that support Swift’s resilience agenda.

• Coordinate major incident response across service owners, technical teams, vendors, and business stakeholders, acting as a central point of coordination during high-impact events.
• Drive impact containment and service recovery by ensuring timely escalation, decision-making, action tracking, and communication throughout the incident lifecycle.
• Provide clear communication to internal and external stakeholders, including senior management, Executive Committee, customers, and overseers where required.
• Strengthen operational readiness and resilience by contributing to post-incident learning, process improvement, tooling enhancements, and broader preparedness activities.
• Use data and insights to improve performance by identifying trends, recurring issues, and practical opportunities to enhance response effectiveness and governance.
• Support awareness and adoption by helping stakeholders understand incident management expectations, roles, and ways of working across the organisation.

Qualifications

• Experience in incident management, operations, service management, resilience, or a related field, ideally in a complex, high-availability and regulated environment.
• Strong communication and coordination skills, with the ability to stay composed under pressure and engage effectively with technical teams, operational stakeholders, senior management, and external parties.
• Proven stakeholder management skills, including the ability to build trust, align different perspectives, and lead through influence rather than hierarchy.
• Good judgment and a structured way of working, with the ability to assess situations quickly, prioritise effectively, and move actions forward in a disciplined way.
• A continuous improvement mindset, with an interest in turning operational lessons into stronger processes, better tooling, and improved resilience outcomes.
• Awareness of governance, risk, and regulatory considerations, and an understanding of how they influence incident and resilience management in critical environments.
• Comfort working in a 24/7 context, including participation in an on-call or rotational support model where required.

Why join Swift

Joining Swift means contributing to the resilience of a critical global financial infrastructure in a role where your work has visible, meaningful impact. You will work with experienced colleagues across functions and geographies, tackle complex challenges, and help shape how Swift prepares for and responds to disruption in an evolving operational, regulatory, and geopolitical environment.

What we offer

We give you the freedom to be yourself. We are creating an environment of unique individuals – like you – with different perspectives on the financial industry and the world. A diverse and inclusive environment in which everyone’s voice counts and where you can reach your full potential.

We are committed to an inclusive and accessible recruitment process. If you require a reasonable accommodation related to accessibility during your application or interview, please contact [email protected] or indicate this in your application.

Please note that this mailbox is not monitored for general recruitment enquiries and should only be used for accessibility or accommodation-related requests (for example related to vision, hearing or neurodiversity).

All requests are confidential and will not affect your candidacy.

Don’t meet every single requirement? At Swift, we are dedicated to building a workplace where people can bring their full selves and ideas to the team, so if you are excited about this role, we encourage you to apply even if you do not meet every single qualification.