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Incident Manager

1 month ago

Chandler's Ford, United Kingdom Procode Full time

Title: Incident and Problem Manager

Department: IT

Location: Chandlers Ford

Salary: please quote

Hours: 6am to 10pm – (Shift 08:00 to 17:00)


Our Technology Operations Centres operational hours are 6am to 10pm with early, mid and late shifts.


This role is day shift and will be based out of our Chandlers Ford Offices, meaning candidates will need to live within easy commuting distance. Cover may be required for early or late shifts and the role will involve being on a 24/7 on call rota.


About us


We are a dynamic software company. Established in 2006, with a vision of helping the energy and utilities sectors improve customer experience and lower their cost to serve, using smarter process automation.


Are you curious about what the future in tech holds? Do you have the drive to want to deliver great solutions for customers?


Then we have an exciting opportunity as an Incident and Problem Manager where we aim to provide you with a uniquely inclusive and diverse workplace, which showcases the extraordinary in all of us, by enabling you to be the best you can be.


Our promise is to put customers at the heart of everything we do; it’s part of how we live and breathe at Procode. Our hugely passionate workforce puts them at the heart of every decision we make.


What does this role involve?

The Technology Operations Centre is a centralised team that undertakes proactive monitoring of the health of our IT systems. They own the incident and problem management processes, including Major Incident Management, for the business.


Responsibilities will include:

  • Managing problems and incidents;
  • implementing solutions;
  • sharing lessons learnt at post-mortem;
  • identifying systems improvement;
  • co-ordination of all resolution resources, internal and external.
  • Initialising automated software releases and patches.


Who are we looking for?

Your in depth experience of Incident and Problem Management in a large or complex environment will be key to quickly becoming productive in this role.


Your knowledge of the interconnections between technology, operations and third parties, will enable you to ask the right questions, even in new technical scenarios.


Your communications skills will enable you to take the lead when dealing with issues, helping to guide a range of internal and external stakeholders to deliver solutions and long-term resolutions.


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


This role will involve 24/7 on-call working on a rota basis.

The role requires some on site presence to cover early and late shifts.

This role is on site only based out of Chandler's Ford.


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


  • 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, Utilita contribution at 4% of your salary when you contribute 5%
  • The opportunity to win tickets to major outdoor events including, gigs and shows at arenas around the UK.
  • Access for you and one other to our partnered Unmind App, where you can watch or listen to videos and podcasts or get hints and tips to understand and improve on your mental wellbeing.
  • We offer all our staff a paid volunteering day every year. Plus the chance to be involved in various fund-raising opportunities.
  • A health care scheme that includes dental, eye care, treatments, and diagnostics health consultations.
  • Death in service, twice your annual salary.