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Partner Resource - Incident Handler

FCA

This public procurement record has 2 releases in its history.

Award

13 Aug 2026 at 07:08

Award Notice
Award

13 Aug 2026 at 07:07

Award Notice
Summary of the contracting process

The Financial Conduct Authority (FCA) procured incident-handling and incident-management services from a specialist partner. The role covers organising and managing incident calls, coordinating communication between technical and business teams, maintaining incident records and reports, and providing updates to leadership and other stakeholders. The supplier is also responsible for developing and maintaining incident-management processes, standards, documentation and playbooks, supporting post-incident reviews and continuous improvement, and managing the full incident lifecycle in line with NIST best practices. ServiceNow is the preferred ticketing and reporting platform, although similar platforms may be used. The services are delivered for the FCA in London. This is a computer support and consultancy service.

The procurement is complete and was awarded through a selective call-off from a framework agreement. The tender deadline was 1 April 2026 at 12:00. The estimated procurement value was £45,000, while the contract was awarded to SOFTCAT LTD - FCA for £80,000. The award date was 2 April 2026. The contract period runs from 6 April 2026 to 30 June 2026. The procurement was for services rather than goods or works. The FCA recorded the requirement as unsuitable for small and medium-sized enterprises and voluntary, community or social enterprises. The award is active and covers the complete incident-handler requirement for the stated contract period.

This award indicates demand for suppliers able to provide an experienced incident handler within a regulated financial-services environment. A credible competitor would need to demonstrate practical control of major incidents from identification through resolution and review, including chairing incident bridge calls, coordinating technical and business participants, and producing concise reports for senior stakeholders. Strong knowledge of NIST incident-management practices would be important, alongside the ability to create usable playbooks, standards and operating procedures rather than only provide reactive support. ServiceNow capability would be advantageous, as would experience with comparable service-management or ticketing platforms. Suppliers should also be able to evidence structured continuous improvement, accurate documentation and effective post-incident analysis.

How relevant is this notice?

Notice Information

Notice Title

Partner Resource - Incident Handler

Notice Description

*You will be responsible for organizing and managing incident calls, ensuring clear communication across technical and business teams, and maintaining accurate incident documentation and reporting. The role also involves developing and refining incident management processes, standards, and playbooks to strengthen the organization's overall response capability. * Manage the end-to-end incident lifecycle in alignment with NIST best practices. * Coordinate incident bridge calls, ensuring timely communication and collaboration. * Deliver incident reports and updates to multiple stakeholder groups, including leadership. * Develop and maintain incident management processes, documentation, and standards. * Utilize ServiceNow (preferred) or similar ticketing platforms for tracking and reporting. * Support continuous improvement initiatives and post-incident reviews.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-16c39e47-cc3e-4a62-9d82-a319d1aefeb6
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/25b96bf9-b8a8-4772-8d0c-1e9d764cb3f8
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
Award Notice
Procurement Type
Framework
Procurement Category
Services
Procurement Method
Selective
Procurement Method Details
Call-off from a framework agreement
Tender Suitability
Not specified
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

72 - IT services: consulting, software development, Internet and support

CPV Codes

72600000 - Computer support and consultancy services

Notice Value(s)

Tender Value
£45,000 Under £100K
Lots Value
Not specified
Awards Value
£80,000 Under £100K
Contracts Value
Not specified

Notice Dates

Publication Date
13 Aug 20262 weeks ago
Submission Deadline
1 Apr 2026Expired
Future Notice Date
Not specified
Award Date
2 Apr 20264 months ago
Contract Period
6 Apr 2026 - 30 Jun 2026 1-6 months
Recurrence
Not specified

Notice Status

Tender Status
Complete
Lots Status
Not Specified
Awards Status
Active
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
FCA
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
LONDON
Postcode
E20 1JN
Postcode Area
East London
Country
England
Major Region (ITL 1)
TLI London
Basic Region (ITL 2)
TLI4 Inner London - East
Small Region (ITL 3)
TLI41 Hackney and Newham
Delivery Location
TLI London
Local Authority
Newham
Electoral Ward
Stratford Olympic Park
Westminster Constituency
Stratford and Bow

Supplier Information

Number of Suppliers
1
Supplier Name

SOFTCAT LTD - FCA

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

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The Open Contracting Data Standard (OCDS) is a framework designed to increase transparency and access to public procurement data in the public sector. It is widely used by governments and organisations worldwide to report on procurement processes and contracts.

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