Major Incident Manager

Reference
OPS01
Salary
£Competitive+Benefits
Closing date
31 Jan 2019
Hours
40 hours per week
Contract type
Full-time
Location
Hatfield (Head Office)
 
Description

Ocado Technology is the in-house technology division of over 1,000+ software developers, engineers, researchers and scientists that uses the latest in AI, robotics, cloud services, big data, and mobile technologies. We brainstorm, design, architect, innovate, experiment, build and maintain the systems that power Ocado.

So, you are passionate about great technology teams that delight customers as part of an awesome organisation. You know that to achieve this mythical place, teams must be innovative, motivated, highly productive and ready for fast change. You understand that chasing this is a never-ending journey of continuous improvement. You can bring knowledge and experience to growing teams and technologists.

What We're Looking For:

As a Major Incident Manager you will be responsible for driving the restoration of our Technology services. Delivering communication of incidents across our business and customers. You will be an ambassador for Incident Management and will identify and maintain key relationships with internal and external stakeholders to continually improve the reputation of Ocado and Incident Management.

What You Will Be Doing:

  • End to end responsibility for the management, communication, escalation,  investigation and resolution of incidents, ensuring Business and Customer updates are timely and of sufficient quality, arranging discussions and updates as required.
  • Ensure that all modes of communication are effectively used throughout the incident life cycle.
  • Acting as Incident escalation focal point, identifying and resolving conflict and bottlenecks.
  • Creation of agreed action plans with named actions & deadlines. Accountable for the Delivery of that plan.
  • Document post incident recovery steps in order to establish Root Cause, aid in Process improvements, identify deviations and to enable creation of a Knowledge Base.
  • Driving, developing and managing the major incident process and associated procedures / systems.
  • Providing consolidated production incident metrics to the Head of Technology Operations and Operations Centre Manager along with resolution rates.
  • Develop and Maintain a Skills matrix around agreed Critical Systems for use in Incident Situations
  • Be an Evangelist for the Incident Management Process

This role requires 24/7 shift pattern including weekends but does come with a shift allowance included in salary.

We're Interested In People With:

  • Recent experience as an Incident Manager within an Enterprise scale environment demonstrating strong analytical fault finding, diagnostics and troubleshooting skills.
  • Excellent communication skills, written and verbal.
  • Previous exposure to ITSM toolsets with a clear understanding of how tools should be used to support incident management process activities.
  • Excellent interpersonal, influencing skills, interacting appropriately with users of many technical skill levels, remaining calm and courteous while working to resolve problems.
  • A self-starter with an organised and methodical approach to problem solving through attention to detail and a proven ability to build relationships with internal and external, technical and non-technical stakeholders.
  • A fast learner with an inherent ability to understand complex technology solutions and communicate the impact of incidents in both IT and business terms.
  • A hands-on individual who is not afraid to roll up sleeves and get into the detail with excellent analytical skills with a commitment to quality standards.
  • Strong service attitude; the ability to develop and build lasting customer relationships.
  • Effective time management skills; with the ability to work on multiple tasks simultaneously requiring experience with prioritizing tasks due to shifting priorities, fluctuating workloads, and deadline pressures.

What We Can Offer You:

Within our flexible work environment we can offer technically stretching work, a competitive salary and share schemes. Benefits include a generous pension scheme, interest-free season ticket loan, free shuttle bus from Hatfield train station and, of course, healthy Ocado staff discounts (and free delivery) across our Webshops including Groceries, Fetch, Sizzle and Fabled.

We also have Friday socials on the first Friday of every month, sports clubs such as badminton, running and table tennis (and much more), not to mention the Ocado Technology Academy for a packed schedule of courses, conferences and events such as discussion sessions, conference briefs and external guest speakers.

Click to find out more about Ocado Technology and our recruitment process.

Please note that due to the high volume of applications we will be in contact with shortlisted candidates only. If you have not heard from us within 4 weeks, please assume your application has been unsuccessful on this occasion.

Due to the energising nature of Ocado's business, our vacancy close dates may be subject to change. Ocado is an equal opportunity employer.

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