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21 days ago
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Senior Incident and Problem Manager


Ovo Energy
Location: Bristol
Job type: Permanent
Sector: Power & Energy
Category: Management Jobs
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Senior Incident and Problem Manager

Senior Incident and Problem Manager

Team: Retail Reliability

Location: London / Bristol / Portsmouth UK

Click here for an update from the Talent Acquisition team on how we are hiring during Covid19

The OVO Group’s purpose is to drive progress towards net zero carbon living. To reach Plan Zero, we need everyone to come together - not just as customers buying energy, but as members with a common goal. As part of this ambitious plan, our goal is to become the ‘Best Employer in the UK’ by 2030. If you think you could be the talent we’re looking for, then come and join the adventure!

Where in the world of OVO will I be working?

You’ll be working as part of the Reliability team at OVO Energy where we believe reliable services are at the heart of our target to be the most trusted energy company. The team you’ll be part of plays a key role in getting broken systems up and running as quickly as possible and also in proactively trying to stop or limit disruptions to those systems happening where possible.

What will I be doing?

As a Senior Incident and Problem manager, you’ll be working closely with our internal stakeholders, customers, 3rd party vendors and internal business units. You’ll be responsible for helping to drive the restoration of services as quickly as possible, as well as maintaining the delivery of major incident management with best practices.

Within this role, you’ll also coach the various business units in the incident process, supporting and nurturing Incident Managers during major incidents and afterwards in post event reviews. You will oversee the management of the life cycles of problems across the business, to try and prevent incidents from happening, and to minimize the impact of incidents that cannot be prevented.

Key responsibilities include:

* Support and facilitate Major Incidents raised by the business, helping to form collaborative action plans with specific actions, roles and deadlines and assisting in any conflict resolution.
* Support and assist in leveraging technology to issue communications and provide key stakeholder management.
* Support and nurture Incident Managers during Major Incidents and afterwards in Post Event reviews.
* Maintain a consistent and timely delivery of Problem management through collaboration with the business areas.
* Coach and train individual business areas in the incident management / problem management processes using agreed best practices.
* Provide periodic major incident/ problem metrics reports.

Is this the job for me?

We’re looking for a pro-active, motivated individual, who is a great communicator with superb people skills. You’ll be the central point of support across various different business areas through the end-to-end major incident process, including post event reviews and Problem Management.

You’ll work closely with our engineering teams, taking in technical information and converting it accordingly to be understandable at all stakeholder levels. You’ll be a cool head in a fast paced environment and will be able to keep calm and measured in a crisis.

Ideally you will have:

* Strong experience in the Incident and Problem area.
* Experience of using ITIL processes in a service management or reliability team.
* In-depth understanding of all aspects of incident and problem management - including major incident, stakeholder communication, post event review and problem management.
* Excellent written and verbal communication skills.
* Experience in ServiceNow and Jira tooling.
* Experience of managing in a high pressure environment.
* Experience/extensive understanding of working within an agile environment

From us you’ll get* * An annual discretionary bonus
* 4% of your salary to spend on flexible lifestyle benefits
* 5% matched employer contribution to your pension
* 25 days holiday + 1 for your birthday
* And many more...

(*) Please note that certain benefits kick-in once you have passed probation which can be up to 6 months after your start date.

We want the best people

At OVO, we empower our people to have choice around where and when they work - flexible working arrangements can be discussed for all of our roles. Please speak to the Talent Acquisition team for more info.

We’re keen to meet people with varied backgrounds - our view is the more inclusive we are, the better our work will be. We want to build teams which represent a variety of experiences, perspectives and skills, and we recognise talent on the basis of merit and potential.

We understand some people may not apply for jobs unless they tick every box. If you're excited about joining us and think you have much of what we're looking for, even if you're not 100% sure… we'd love to hear from you.

Learn more about working in the OVO family of companies on our careers page and Glassdoor. We’re also delighted to have received a Top Employers certificate in 2018, 2019 and 2020!
Senior Incident and Problem Manager

Senior Incident and Problem Manager

Team: Retail Reliability

Location: London / Bristol / Portsmouth UK

Click here for an update from the Talent Acquisition team on how we are hiring during Covid19

The OVO Group’s purpose is to drive progress towards net zero carbon living. To reach Plan Zero, we need everyone to come together - not just as customers buying energy, but as members with a common goal. As part of this ambitious plan, our goal is to become the ‘Best Employer in the UK’ by 2030. If you think you could be the talent we’re looking for, then come and join the adventure!

Where in the world of OVO will I be working?

You’ll be working as part of the Reliability team at OVO Energy where we believe reliable services are at the heart of our target to be the most trusted energy company. The team you’ll be part of plays a key role in getting broken systems up and running as quickly as possible and also in proactively trying to stop or limit disruptions to those systems happening where possible.

What will I be doing?

As a Senior Incident and Problem manager, you’ll be working closely with our internal stakeholders, customers, 3rd party vendors and internal business units. You’ll be responsible for helping to drive the restoration of services as quickly as possible, as well as maintaining the delivery of major incident management with best practices.

Within this role, you’ll also coach the various business units in the incident process, supporting and nurturing Incident Managers during major incidents and afterwards in post event reviews. You will oversee the management of the life cycles of problems across the business, to try and prevent incidents from happening, and to minimize the impact of incidents that cannot be prevented.

Key responsibilities include:

* Support and facilitate Major Incidents raised by the business, helping to form collaborative action plans with specific actions, roles and deadlines and assisting in any conflict resolution.
* Support and assist in leveraging technology to issue communications and provide key stakeholder management.
* Support and nurture Incident Managers during Major Incidents and afterwards in Post Event reviews.
* Maintain a consistent and timely delivery of Problem management through collaboration with the business areas.
* Coach and train individual business areas in the incident management / problem management processes using agreed best practices.
* Provide periodic major incident/ problem metrics reports.

Is this the job for me?

We’re looking for a pro-active, motivated individual, who is a great communicator with superb people skills. You’ll be the central point of support across various different business areas through the end-to-end major incident process, including post event reviews and Problem Management.

You’ll work closely with our engineering teams, taking in technical information and converting it accordingly to be understandable at all stakeholder levels. You’ll be a cool head in a fast paced environment and will be able to keep calm and measured in a crisis.

Ideally you will have:

* Strong experience in the Incident and Problem area.
* Experience of using ITIL processes in a service management or reliability team.
* In-depth understanding of all aspects of incident and problem management - including major incident, stakeholder communication, post event review and problem management.
* Excellent written and verbal communication skills.
* Experience in ServiceNow and Jira tooling.
* Experience of managing in a high pressure environment.
* Experience/extensive understanding of working within an agile environment

From us you’ll get* * An annual discretionary bonus
* 4% of your salary to spend on flexible lifestyle benefits
* 5% matched employer contribution to your pension
* 25 days holiday + 1 for your birthday
* And many more...

(*) Please note that certain benefits kick-in once you have passed probation which can be up to 6 months after your start date.

We want the best people

At OVO, we empower our people to have choice around where and when they work - flexible working arrangements can be discussed for all of our roles. Please speak to the Talent Acquisition team for more info.

We’re keen to meet people with varied backgrounds - our view is the more inclusive we are, the better our work will be. We want to build teams which represent a variety of experiences, perspectives and skills, and we recognise talent on the basis of merit and potential.

We understand some people may not apply for jobs unless they tick every box. If you're excited about joining us and think you have much of what we're looking for, even if you're not 100% sure… we'd love to hear from you.

Learn more about working in the OVO family of companies on our careers page and Glassdoor. We’re also delighted to have received a Top Employers certificate in 2018, 2019 and 2020!
Apply on company site

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