Technology Operations Incident Manager

Reference
OPS01
Salary
£Competitive+Benefits
Closing date
31 Mar 2018
Hours
40 hours per week
Contract type
Full-time
Location
Hatfield (Head Office)
 
Description

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.

Great, we're looking for people like you who can help us develop and embed an awesome culture and improve it over time. People who love to collaborate to solve new problems and thrive in a rapidly changing industry.

We’re Ocado Technology. We architect and build groundbreaking, game changing technology solutions. We don’t do off-the-shelf. We don’t do easy. Because we’re writing, building and running all our own software systems, we are constantly pushing the limits of what technology can do. As a Technology Operations 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 Technology Operations and will identify and maintain key relationships with internal and external stakeholders to continually improve the reputation of Ocado and Technology Operations.

What will I 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

What will I need to know

  • Experience in an Incident Management Role within an Enterprise scale environment demonstrating strong analytical fault finding, diagnostics and troubleshooting skills.
  • Excellent communication skills, written and verbal.
  • Previous exposure to implementing and configuring 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

Technically stretching work is a given. We want you to push technological boundaries and create solutions to problems people haven’t even thought about yet; so we’ll give you the freedom and the tools and the playful, stimulating working environment you need to do what’s never been done before. While red tape’s conspicuous by its absence, rewards are plentiful: as well as a competitive salary and share schemes, benefits include pension scheme, private health, 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 GroceriesFetch, 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 many more) not to mention the Ocado Technology Academy for a packed schedule of courses, conferences and events such as discussion sessions,  conference briefs and even external guest speakers.

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