Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead major incident management and coordinate teams in a dynamic IT environment.
- Company: Procode is a vibrant software company focused on enhancing customer experience in energy and utilities.
- Benefits: Enjoy bonuses, 25 days leave, health care, and access to mental wellbeing resources from day one!
- Why this job: Join a diverse team, make an impact, and grow your career in a supportive culture.
- Qualifications: Experience in IT service operations and major incident management is essential.
- Other info: Flexible shifts with on-call support; we value diversity and authenticity in our workplace.
The predicted salary is between 36000 - 60000 £ per year.
Are you an established Team Leader or Duty Manager within an IT Service Operations team? Do you enjoy major incident management, as well as having the responsibility for organising teams across a 24/7 shift pattern? If so, this could be the role for you!
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. Then we have an exciting opportunity as a TOC Duty 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.
What does this role involve?
- You will act as the escalation point for major incident management, ensuring swift response, coordination and communication during critical incidents.
- You will lead teams, including conducting 1:1 meetings and managing time rosters.
- You will ensure that all requests are resolved in a timely manner adhering to the company Service Level Agreements (SLAs).
- You will oversee and follow up on problem management activities, ensuring root cause analysis is completed and long-term solutions are implemented.
- You will act as an escalation point for 1st and 2nd line support, addressing infrastructure events and end-user issues, as well as fixing to support swift incident recovery.
- You will collaborate with the Service Operations Manager to ensure team performance meets established standards.
Who are we looking for?
- Your expertise in major incident management will allow you to swiftly become an effective member of the team.
- Your proven leadership skills in managing teams within an IT service operations area will allow you to hit the ground running.
- Your ability to act as an escalation point for 1st and 2nd line support will allow you to further support the service operations function.
- Your experience in resolving major incidents in a timely manner against SLAs will be central in making this role a success.
To be successful in this role you will be required to pass an enhanced security vetting process. This role will involve on-call working across a 24/7 period. The shift pattern will alternate between 6am – 3pm & 1pm – 10pm and will include on-call support for nights and weekends.
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, company 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 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.
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.
Seniority level: Mid-Senior level
Employment type: Part-time
Job function: Management and Manufacturing
Industries: Software Development
TOC Duty Manager - Major Incident Manager employer: Procode
Contact Detail:
Procode Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land TOC Duty Manager - Major Incident Manager
✨Tip Number 1
Familiarise yourself with major incident management frameworks and best practices. Being able to discuss specific methodologies you've used in past roles will demonstrate your expertise and readiness for the position.
✨Tip Number 2
Network with current or former employees of Procode, especially those in IT service operations. They can provide insights into the company culture and expectations, which can help you tailor your approach during interviews.
✨Tip Number 3
Prepare to discuss your leadership style and how you manage teams under pressure. Highlighting your experience in conducting 1:1 meetings and managing shift patterns will show that you're ready to take on the responsibilities of this role.
✨Tip Number 4
Research the energy and utilities sectors to understand the challenges they face. Being knowledgeable about industry-specific issues will allow you to engage in meaningful conversations during the interview process.
We think you need these skills to ace TOC Duty Manager - Major Incident Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in IT service operations and major incident management. Use specific examples that demonstrate your leadership skills and ability to manage teams effectively.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention how your background aligns with their mission of improving customer experience in the energy and utilities sectors.
Highlight Relevant Skills: Clearly outline your skills related to major incident management, team leadership, and problem-solving. Use keywords from the job description to ensure your application stands out to hiring managers.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at Procode
✨Showcase Your Leadership Skills
As a TOC Duty Manager, you'll need to demonstrate your leadership abilities. Prepare examples of how you've successfully managed teams in high-pressure situations, particularly during major incidents.
✨Understand Major Incident Management
Familiarise yourself with the principles of major incident management. Be ready to discuss your experience in resolving incidents swiftly and how you ensure adherence to SLAs.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills. Think about past incidents you've managed and how you coordinated responses, communicated with teams, and implemented long-term solutions.
✨Emphasise Your Communication Skills
Effective communication is key in this role. Be prepared to explain how you keep all stakeholders informed during incidents and how you conduct 1:1 meetings with team members to ensure clarity and support.
