Major Incident Manager

Title: Major Incident Manager

Department: Procode IT

Location: Commutable distance of our Chandlers Ford office

Salary: Circa £67,500 + 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.

About Us

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.

What does this role involve?

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 looking for?

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)

To be successful in this role you may be required to pass an enhanced security vetting process.

Benefits - available from day one!

• Bonus Scheme, made up of personal and company elements.
• Career progression, we’re an expanding organisation.
• 25 days annual leave plus bank holidays.
• Pension scheme, company contribution at 4% of your salary when you contribute 5%.
• Our Chandlers Ford office offers access to a free, fully equipped onsite gym, along with showers and changing facilities.
• The opportunity to win tickets to major outdoor events including gigs and shows at arenas around the UK.
• We offer an EV car scheme. Qualifying terms and conditions apply.
• A health care scheme that includes dental, eye care, treatments, and diagnostics health consultations.
• Death in service – we pay three times your annual salary to your designated next of kin, giving them peace of mind should you sadly pass away during service.
• Employee Assistance Programme with access to counselling support, legal and financial advice 24/7 365 days a year, as well as a GP line and Your Care.
• We also offer all our staff a paid volunteering day every year. Plus, the chance to be involved in various fund‑raising opportunities.

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.

The Luxion Group comprises of the following companies – Luxion Group Ltd, Utilita Energy Ltd, Luxion Sales Ltd, Utilita Field Services Ltd, Procode Technology Ltd and Canary Care Global Ltd.

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