Major Incident Manager

Utilita Energy Ltd; England; On-site; GBP 57,000 - GBP 68,000; Full time

Job summary

A leading UK technology company is seeking a Major Incident Manager to lead their response to critical incidents. This role involves mentoring the incident management team and refining processes to minimize disruption. The ideal candidate will have a strong grasp of ITIL processes and the ability to guide teams with confidence during major incidents. Applicants should be prepared for on-call duties and demonstrate a commitment to continuous improvement and mentoring within the team.

Benefits

EV car scheme

Inclusive culture

Supportive team environment

Qualifications

• Strong understanding of ITIL processes for effective incident handling.
• Skill in leading insightful post-incident reviews.
• Experience in mentoring teams and enhancing incident management capabilities.

Responsibilities

• Lead the response to critical incidents, guiding cross-functional teams.
• Coordinate post-incident reviews and improve incident management processes.
• Mentor the incident team to raise overall capability.

Skills

ITIL processes

Leadership

Incident management

Mentoring

Communication

Job description

**Title:**Major Incident Manager – 6 Month Fixed Term **Department:**Procode IT **Location:**Commutable distance of our Chandlers Ford office **Salary:** Circa £67,500 (Pro rota) + Up to 15% discretionary bonus scheme **Sponsorship:** Unfortunately, we are unable to offer sponsorship for this role We’re seeking an experienced Major Incident Manager who can take full ownership in leading our response with confidence and clarity. You’ll play a vital role in strengthening our resilience and elevating how our organisation manages critical incidents. We are a leading UK technology company delivering transformative, data‑driven solutions for the energy sector and beyond. With two decades of experience, we help organisations unlock the power of smart data to improve efficiency, reduce cost to serve, and enhance customer experience. Trusted by millions of households and major industry partners, our innovative platforms and energy data management solutions support a smarter, more sustainable future. Our passionate team of problem solvers is committed to building technology that truly makes a difference and our promise is to put customers at the heart of everything we do. As a Major Incident Manager, you will be the steady leader who brings structure and clarity when critical IT services are disrupted. You will coordinate with cross‑functional teams, guide decisions, and drive rapid service restoration to minimise customer and business impact. Your role will focus on strengthening our resilience. You’ll lead post‑incident reviews, support root cause analysis, and improve the processes that shape how we respond to major incidents. This includes helping define what “good” looks like and contributing to a more mature, effective incident management function. Developing others is a key part of the role. You’ll mentor and train the incident team, sharing best practice and raise capability across the operation. Working across multiple product groups and business areas, you’ll help align our approach to major incidents, ensuring consistency, professionalism, and continuous improvement across the organisation. **Who are we** We’re looking for someone who brings calm, structure, and direction to major incidents when things get challenging, someone who can turn confusion into clarity and guide teams throughout the organisation through critical incidents with confidence. You’ll have a strong understanding of ITIL processes, which will provide a structured and consistent approach to incident handling, enabling you to coordinate responses more effectively, reduce recovery time, and ensure that every major incident is managed with clarity, control, and accountability. You’ll be confident in leading insightful reviews, improve our processes, and help shape a stronger, more resilient organisation. Your coaching and mentoring skills will help strengthen the team’s capability, enabling others to adopt best practice and enhancing the overall performance of the major incident function. **This role will involve on-call working on a rota basis (24/7)** *Our employees, just like our customers come from all walks of life, and we’re fuelled in championing diversity, inspiring an inclusive culture, and enabling an environment where you can be your authentic self.* **Benefits - available from day one!** We offer an EV car scheme. Qualifying terms and conditions apply. Welcome to the future of smart energy. Combining technical talent and industry expertise, we launched in 2006 with a vision to help the energy and utilities sector improve customer experience. Whilst focusing on lowering the cost to serve through smarter process automation. Over a million UK households across England, Scotland and Wales are connected to Procode’s systems with 33 million meter top-ups per year - peaking at 13.7 top-ups per second on some days.With Agile methodologies and a deep understanding of the latest technologies, you can expect to dive into SaaS driven solutions and cloud-native products.