---
title: "Partner Resource - Incident Handler"
ocid: "ocds-b5fd17-16c39e47-cc3e-4a62-9d82-a319d1aefeb6"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-16c39e47-cc3e-4a62-9d82-a319d1aefeb6"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-16c39e47-cc3e-4a62-9d82-a319d1aefeb6.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-16c39e47-cc3e-4a62-9d82-a319d1aefeb6.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "FCA"
published: "2026-08-13"
---

# Partner Resource - Incident Handler

Buyer: FCA  
Current stage: Award  
OCID: ocds-b5fd17-16c39e47-cc3e-4a62-9d82-a319d1aefeb6

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## Summary

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.

## Notice

*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.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/25b96bf9-b8a8-4772-8d0c-1e9d764cb3f8 |
| 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 |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 13 Aug 2026 |
| Submission deadline | 1 Apr 2026 |
| Future notice date | Not specified |
| Award date | 2 Apr 2026 |
| Contract period | 6 Apr 2026 - 30 Jun 2026 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £45,000 |
| Lots value | Not specified |
| Awards value | £80,000 |
| Contracts value | Not specified |

## Status

| Field | Value |
| --- | --- |
| Tender status | Complete |
| Lots status | Not specified |
| Awards status | Active |
| Contracts status | Not specified |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | FCA |
| Locality | LONDON |
| Postcode area | East London |
| Postcode | E20 1JN |
| Country | England |
| ITL 1 | TLI London |
| ITL 2 | TLI4 Inner London - East |
| ITL 3 | TLI41 Hackney and Newham |
| Local authority | Newham |
| Electoral ward | Stratford Olympic Park |
| Westminster constituency | Stratford and Bow |
| Delivery location | TLI London |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | SOFTCAT LTD - FCA |

## CPV Codes

### Divisions

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

### Codes

- 72600000 - Computer support and consultancy services

## Release History

- 13 Aug 2026 at 07:08 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/25b96bf9-b8a8-4772-8d0c-1e9d764cb3f8
- 13 Aug 2026 at 07:07 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/e79bb052-ba5d-42c0-be8c-ce5dfc15fb96

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/25b96bf9-b8a8-4772-8d0c-1e9d764cb3f8
  13th August 2026 - Awarded contract notice on Contracts Finder
- https://www.contractsfinder.service.gov.uk/Notice/e79bb052-ba5d-42c0-be8c-ce5dfc15fb96
  13th August 2026 - Awarded contract notice on Contracts Finder

## Provenance

This Markdown file is an alternate public rendering of the D3 Tenders contract record. The canonical page is https://d3tenders.com/contract/?ocid=ocds-b5fd17-16c39e47-cc3e-4a62-9d82-a319d1aefeb6. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-16c39e47-cc3e-4a62-9d82-a319d1aefeb6.json.