Incident Manager

WPP is the trusted growth partner for the world’s leading brands. We unite cutting-edge media intelligence and data solutions, world-class creativity, next-generation production, transformative enterprise solutions and expert strategic counsel in a single company – powered by exceptional talent and our agentic marketing platform, WPP Open, to help our clients navigate change, capture opportunity and deliver transformational growth. We work with the world's most valuable brands and have global reach across 100+ markets, with deep local expertise. Our people are the key to our success. We're committed to fostering a culture of creativity, belonging and continuous learning, attracting and developing the brightest talent, and providing exciting career opportunities that help our people grow. For more information, visit WPP.com. About Data & Technology Solutions WPP's Data & Technology Solutions is WPP's unified global data products and technology team. We work with our agencies and clients to build data driven solutions and technology products to power marketing transformation. WPP Open is our AI platform for marketing; it connects marketing professionals, data, tools, and AI in a single place. WPP Open is the simplest, safest, and fastest way to realize the benefits of scaled AI delivering better informed creative ideas faster, at scale, and at lower cost. We're endlessly curious, and our team of thinkers, builders, creators, and problem solvers are over 2,000 strong, across 20 markets around the world. Role Purpose As Incident Manager for the WPP Open Platform, you will own the end to end incident management lifecycle from detection through resolution to post incident review ensuring platform stability, SLA compliance, and transparent communication across all stakeholders. This is not a traditional incident management role. You will be expected to design, build, and continuously improve automated incident management workflows that connect our toolchain Jira, Confluence, Statuspage, Intercom, Zendesk, Slack, Microsoft Teams, and WhatsApp into a seamless, intelligent, and low friction incident response system. You will serve as the central coordination point for all P1 and P2 incidents, driving rapid resolution, clear stakeholder communication, and proactive prevention. You will work closely with L1/L2 Support Engineers, the Team Lead, Platform Engineering, and Product teams to ensure WPP Open delivers a reliable, world class experience to our global agency users. Incident Ownership & Response • Own the full incident lifecycle for all P1 and P2 incidents: detection, triage, escalation, coordination, resolution, and closure • Serve as the primary war room coordinator during major incidents, driving cross functional teams toward rapid resolution • Ensure timely and accurate stakeholder communication at every stage of an incident • Maintain a clear audit trail of all actions, decisions, and communications throughout each incident • Enforce and continuously improve escalation matrices, response time targets, and SLA commitments • Perform post incident reviews and drive root cause analysis (RCA) with actionable preventive measures • Track and report on incident metrics, SLA performance, MTTR, MTTD, and repeat incident trends Incident Automation & Toolchain Integration • Design and implement automated incident workflows across the full toolchain: Jira, Confluence, Statuspage, Intercom, Zendesk, Slack, Microsoft Teams, and WhatsApp • Build and maintain ChatOps workflows in Slack and Teams automating incident channel creation, responder assignment, status updates, and escalation triggers • Automate Statuspage updates based on monitoring alerts and incident severity thresholds, ensuring real time public facing status co