Lead Major Incident Manager

Caterpillar; Cambridgeshire and Peterborough; On-site; GBP 50,000 - 70,000; Full time

Job summary

A multinational machinery manufacturer seeks a Major Incident Manager to lead the response to incidents with minimal disruption to services. The role involves driving communications, analyzing incident trends, and producing actionable insights through detailed reporting. Candidates should possess a strong service focus, incident management experience, and relevant qualifications. The successful candidate will also coach team members to strengthen service resilience and improve performance.

Qualifications

• Practitioner in incident management and continual service improvement.
• Demonstrable experience in IT service management with a focus on Major Incident Management.
• Technical knowledge across infrastructure, cloud services, networking, and applications.

Responsibilities

• Lead the response to major incidents focusing on minimal disruption.
• Drive incident communications and coordinate activities during incidents.
• Conduct post-incident reviews and track follow-up actions.

Skills

Incident management

Analytical skills

Communication skills

Problem solving

Change management

Service focus

Education

A level/AS level/T Level or Level 4 qualifications

ITIL Foundation level Certification

Tools

MS Office 365

Service Management Tooling

Job description

Major Incident Manager

You’ll lead a consistent T&O response to major incidents, making rapid resolution and minimal disruption to customer services your priorities, as well as compliance with ISO and ITIL standards.

You’ll drive incident communications and activity coordination during business continuity and security incidents, ensuring alignment with customer and internal practices. As our service delivery model is 24/7, you’ll make handovers seamless with a unified response across teams – so that our service is consistent and excellent, no matter the hour. Plus, through conducting post‑incident reviews, you’ll track follow‑up actions and embed lessons learned.

Driving improvements to the service will be key. To this end, you’ll support the Problem Manager in identifying and managing root causes of recurring incidents. This will entail trend analysis and collaboration with technical teams.

Analysis and reporting will be core to what you do. You’ll gather and define reporting requirements, design dashboards, and produce detailed, compliant reports with actionable insights for stakeholders.

This is a fantastic opportunity to be empowered to assemble and lead cross‑functional teams, make key decisions, maintain performance, uphold customer satisfaction and drive improvements. We’d also like you to coach team members to enhance capability, build resilience and strengthen the service.

Qualifications

• Practitioner in incident management, availability and capacity management, community collaboration, continual service improvement, ownership and initiative, service focus and user focus.
• Working knowledge of change management, continuity management and technical understanding. Awareness of asset and configuration management and service management framework knowledge.
• Demonstrable experience in IT service management with expertise in Major Incident Management and Problem Management, successful record of meeting targets and delivering results.
• Technical knowledge across infrastructure, cloud services, networking and applications. Extensive knowledge of Service Management Tooling and service reporting.
• Driven continual service improvement and risk plans.
• Excellent with MS Office 365.
• Excellent problem solver with a sharp analytical eye, skilled decision maker, ability to influence others. Exemplary customer‑facing abilities, complemented by superb written and verbal communication skills.
• Educated to Level 3 (A level/AS level/T Level) or Level 4 (HNC). Preferably qualifications in Computer Science, Computer Systems, Networking/Digital Data Communication or Science, Technology, Engineering or Mathematics (STEM) subjects or relevant job experience.
• ITIL Foundation level Certification.