Major Incident Manager in the Command Centre

About the role

We're the world's leading provider of secure financial messaging services, headquartered in Belgium. We are the way the world moves value - across borders, through cities and overseas. No other organisation can address the scale, precision, pace and trust that this demands, and we're proud to support the global economy. We're unique too. We were established to find a better way for the global financial community to move value - a reliable, safe and secure approach that the community can trust, completely. We're always striving to be better and are constantly evolving in an ever-changing landscape, without undermining that trust. Five decades on, our vibrant community reflects the complexity and diversity of the financial ecosystem. We innovate diligently, test exhaustively, then implement fast. In a connected and exciting era, our mission has never been more relevant. Swift now has a presence in 200+ countries and legal territories to serve a community of more than 12,000 banks and financial institutions. 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. 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 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

• 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.

Requirements

• 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.
• Experience in incident management, operations, service management, resilience, or a related field , ideally in a complex, high-availability, or regulated environment.
• Good judgment and a structured way of working , with the ability to assess situations quickly, prioritise effectively, and move act

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