Incident Support Manager

“We are on a mission to transform the future of grocery retail through sustained technology innovation.” Ocado Technology is putting the world’s retailers online using the cloud, robotics, AI, and IoT. We develop the innovative software and hardware systems that power Ocado.com, the world’s largest online-only grocery retailer as well as the global ‘Ocado Smart Platform’. With everything from websites to fully autonomous warehouse that we design in-house, our employees need to be specialists in a wide range of technologies to help drive our business. We champion a value-led culture to get our teams working at their very best and to help create a collaborative working environment that our people love. Core values of Trust, Autonomy, Craftsmanship, Collaboration and Learn Fast help drive our innovative culture . But don’t just take our word for it, have a look at what our people are saying about us on Glassdoor. What would I be doing? As an Incident Support Manager you will have a solid background in operational support and experience in incident management and best practice ITSM and incident response tooling. You will be responsible for driving the learnings within Technology Operations post-incident with a view to driving down resolution times. Perform next day incident retrospectives examining alerting, process, tooling, incident management and Service desk performance and response. To drive continual improvement to the delivery of customer service for internal and external stakeholders. Document post-incident recovery steps in order to establish methods used to resolve, aid in process improvements, identify deviations in process. To drive the creation of knowledge and tooling to assist the teams in providing a first time resolution. Assisting the incident management team during an incident. Identify knowledge and tooling requirements. Pain point assessment and removal. 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. Assist in developing and maintaining a Service Catalogue defining critical systems for use in Incident Situations. You may be asked to perform tasks as required by management deemed as a reasonable request. This job description is a summary of the typical functions of the role, not an exhaustive or comprehensive list of possible role responsibilities, tasks and duties and is subject to review. The responsibilities, tasks and duties of the job holder might differ from those outlined in the job description and other duties, as assigned, might form part of the job. What we are looking for 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 and tooling integrations with a clear understanding of how tools should be used to support the 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. Soft Skills : Ability to adapt and change and learn new tools and skills. Self-motivated, able to deliver under deadlines and multi-task under pressure Driven to provide exceptional customer service. Self-starter with a passion for personal development and continuous improvement Team oriented Excellent verbal and written communications skills What we offer you Our employee benefits are designed for you, we care about people and we’ve ensured we have a wealth of benefits that focus on your well-being. Within our flexible environment we can offer technically stretching work, a competitive salary and share schemes. Benefits include pension scheme, train season ticket loan (interest-free), free shuttle bus from Hatfield train station and of course, healthy Ocado retail staff discounts. We also have regular divisional socials, sports clubs 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. If you think you have what it takes to make a difference, please submit your application below. Due to the energising nature of Ocado's business, vacancy close dates, when stated, are indicative and may be subject to change so please apply as soon as possible to avoid disappointment. Please note: If you have applied and been rejected for this role in the last 6 months, or applied and been rejected for a role with a similar skill set, we will not re-evaluate you for this position. After 6 months, we will treat your application as a new one. Be bold, be unique, be brilliant, be you. We are looking for individuality and we value diversity above gender, sexual orientation, race, nationality, ethnicity, religion, age, disability or union participation. We are an equal opportunities employer and we are committed to treating all applicants and employees fairly and equally. This job was originally posted as www.cwjobs.co.uk/job/89850005