Major Incident Leader & Service Improvement

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

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.