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Incident and Problem Manager

Key responsibilities

Responsible for managing and continually improving the maturity of the managed service ability to respond to Incidents, as well as identifying and resolving problems from their root cause. 

Developing and delivering Management Information to a variety of stakeholders, you will play a key role in maximising the capability of teams to respond to Incidents, as well as providing a baseline for the introduction of OLAs/OWAs and SLAs. 

You will ensure that longer term solutions are scoped, defined and implemented and that Major Incidents are communicated efficiently and effectively and reported to management.

Responsible for embedding process improvements across the managed service organisation, we are looking for candidates with good communication, coaching, mentoring and relationship building skills, able to interact with individuals across all levels.

Core skills, knowledge, experience required

To be successful, you must have the following experience in a previous role:
  • End to End incident management inclusive of Major Incidents
  • Using Data and Trend analysis to guide our IT functions to make the right service decisions and improvements
  • Ability to gain and retain knowledge across the End to End Managed Service enterprise
  • Utilising reports to make service improvements within the enterprise.
  • Embedding Problem Management processes
  • Knowledge of ISO20001 ITSM Service Management
  • Atlassian Jira service management tool experience is desirable, but not essential as full training will be provided.
Education & Experience:
  • Bachelor’s degree or equivalent Corporate experience
  • Previous proven experience in 24x7 digital service delivery environment
  • ITIL foundation level
  • ITIL Service Desk and Incident Management Practitioner (SDIM)
  • ITIL Problem Management Practitioner

How to Apply

If you feel you have something to offer, please send your CV and covering letter to Simon Bowden.


Please note that CACI does not accept unsolicited CVs from recruiters or employment agencies. CACI only works with carefully selected recruiters and agencies who have signed CACI’s standard recruitment agreement. If a recruiter or agency submits a CV or candidate to CACI, absent a signed agreement, CACI will not pay (or consider payment of) any referral or recruiter fee or any other type of compensation. CACI and its hiring managers reserve the right to use, pursue and/or hire any such CV(s) and candidate(s) at any time, without any financial or other obligation to the recruiter or agency.