Major Incident & Problem Manager

Role OVO-View

Team: Major Incident & Problem.

Salary banding: £32,500 - £42,900 

Experience: Mid-level/Expert.

Working pattern: Full-Time.

Reporting to: Sarah Crown; Major Incident & Problem Lead.

Sponsorship: Unfortunately we are unable to offer sponsorship for this role.

This role in 3 words: Communicator; Collaborator; Analyst.

Top 3 qualities for this role: Calm under pressure; Critical thinking and root-cause analysis skills; Ability to problem-solve.

 

Where you’ll work:

At OVO, we understand that a one size fits all approach doesn’t work for everyone. That’s why we created the OVO Way of Flexibility.

All our roles are hub based (Bristol, Glasgow or London), providing a dedicated space for collaboration, connection and teamwork. You’ll also have the flexibility to work from home.

 

Everyone belongs at OVO

At OVO, we are on a mission to solve one of humanity's biggest challenges, the climate crisis. And we know it takes all of us to change the world. That's why we need diverse people from all abilities, gender identities, ethnicities, ages, sexual orientations, life experiences and backgrounds to join us.

 

Teamworking for the planet

Everything we do here spins around Plan Zero. So, naturally, the team you’ll be joining plays a gigantic role in making that happen. Here’s how:

As part of the wider Service Operations process, the Major Incident & Problem team are passionate in regard to “Always On” and work to restore service disruption as quickly and efficiently as possible, assembling the right people at the right time and managing the lifecycle of major incidents.

When not managing incidents we will tirelessly work in collaboration with our Technical,Business teams and Partners towards identifying the root causes to stop them happening again. We will also work to identify issues before they cause any disruption and look to continually improve our services through root cause and trend analysis.

 

This role in a nutshell:

• End-to-end responsibility for the management, communication, escalation, investigation and resolution of major incidents, ensuring business/customer updates are timely and of sufficient quality. 
• Acting as an interface between the technical teams and the Retail business.
• Conducting proactive and reactive problem investigations.
• Collaborating with our technical teams and partners to identify root causes, workarounds and true fixes.
• Managing Problems through their lifecycle, ensuring regular and meaningful updates.
• Conducting trend analysis to proactively identify problems.
• Ensuring fixes are properly recorded so we don't see preventable repeat incidents.
• Creating and presenting reports and metrics to all levels of management and stakeholders.
• Contributing to the success of Service Operations (Major Incident and Problem) activities within the team, and undertaking Continual Service Improvements as a day-to-day activity.

 

Your key outcomes will be:

• Major Incidents with potential or actual impact to the business are dealt with effectively and with minimum disruption to live service.
• Major incidents are recorded efficiently and accurately. 
• Communications are concise and sent in a timely manner and levelled to the relevant stakeholders.
• Problems are recorded efficiently and accurately. 
• Problems are managed through to resolution by performing root cause analysis, coordinating 3rd party analysis, and communicating with stakeholders to ensure workaround and solution suitability.
• Reports and metrics are created and presented to all levels of stakeholders.
  
  

Within your first 3 months you’ll:

• Be able to independently manage a major incident end-to-end. 
• Record major incident and problem details efficiently and accurately. 
• Through trend analysis be able to identify, record and manage the lifecycle of a Problem.
• Be able to articulate the major incident & problem end to end processes to all levels of stakeholders. 
• Have a wider understanding of all OVO products and services.

 

You’ll be a successful Major Incident & Problem Manager at OVO if you…