Incident Manager

The role

You will own the full incident lifecycle for P1 and P2 incidents on the WPP Open Platform, from detection to post-incident review. You will also design and improve automated incident workflows across Jira, Confluence, Statuspage, Intercom, Zendesk, Slack, Microsoft Teams and WhatsApp.

What you will do

• Own the full incident lifecycle for all P1 and P2 incidents: detection, triage, escalation, coordination, resolution and closure
• Serve as primary war room coordinator during major incidents
• Ensure timely and accurate stakeholder communication at every stage of an incident
• Maintain a clear audit trail of all actions, decisions and communications
• Enforce and improve escalation matrices, response time targets and SLA commitments
• Perform post-incident reviews and drive root cause analysis with preventive measures
• Track and report on incident metrics such as SLA performance, MTTR, MTTD and repeat incidents
• Design and implement automated incident workflows across the toolchain
• Build and maintain ChatOps workflows in Slack and Teams
• Develop and maintain incident playbooks, runbooks and a Confluence knowledge base

Required qualifications

• Minimum 3+ years of hands-on incident management experience in an enterprise SaaS or digital platform environment
• Proven experience owning P1/P2 incident response end to end
• Deep understanding of ITIL Incident, Problem and Change Management frameworks
• Experience writing and maintaining incident runbooks, playbooks and post-incident reviews
• Strong ability to manage multiple concurrent incidents calmly under pressure
• Advanced Jira / Jira Service Management experience: automation rules, workflows, SLA management, dashboards
• Confluence automation templates, structured documentation and RCA frameworks
• Statuspage configuration, component management, subscriber notifications and API-driven updates
• Slack workflow building, channel automation, bot integration and ChatOps
• Microsoft Teams automated notifications, incident bridge coordination and webhook integrations
• Intercom automated customer messaging and user segmentation
• Zendesk ticket automation, triggers, macros and SLA rules

Nice to have

• ITIL Foundation or higher certification
• Familiarity with Datadog or similar APM tools
• Knowledge of SLO/SLI/Error Budget frameworks
• Experience building incident management programs from scratch
• WhatsApp Business API or equivalent experience

Before you apply

• Hybrid working with teams in the office around four days a week; accommodations or flexibility can be discussed with the hiring team during interviews

About the company

WPP is a growth partner for the world's leading brands, with 100+ markets and a focus on media, data, creativity, production and enterprise solutions. Its Data & Technology Solutions team builds data-driven products, including the WPP Open AI platform for marketing.