Incident Support Manager

Service Assurance Operational Excellence (SAOpEx) Incident Support Manager

About Us

Our teams are putting the world’s retailers online using the cloud, robotics, AI, and IoT. We provide services to partner clients globally via our innovative advanced robotics technology, known as the Ocado Smart Platform (""OSP""), this drives our highly automated, multi-million pound Customer Fulfilment Centres (CFCs). In our CFCs - together with the proprietary software applications - we operate a world-class online grocery business that automates the single pick of products, ready for your online delivery.

About the Role

As an Incident Support Manager, you will have a solid background in operational support and experience in Incident and Problem 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. This is a fantastic opportunity to join a team in an expanding international company that is at the cutting edge of technology. The Ocado Smart Platform is our new modular and scalable solution for building our automated warehouses which we will use to put some of the largest retailers around the world online using our disruptive business model.

What will I be doing

• Perform next day incident retrospectives examining alerting, process, tooling, incident management and Service desk performance and response
• Prepare and present a weekly ‘Service Improvement’ meeting to Ocado Technology senior management
• Drive the creation of knowledge and tooling to assist the teams in providing a first time resolution
• Running ‘Service Stability’ calls following significant Major Incidents
• Discover, test and onboard knowledge and tooling opportunities to enable first time resolution and ensure any support team engagement is achieved first time every time
• Create and manage reporting, trending and data requests to support strategic direction and initiatives
• Assist in developing and maintaining a Service Catalogue defining critical systems for use in Incident Situations
• Ability to cope in a technically complex and fast-changing environment
• Owning problem investigations, triggered through data analysis, repeat failures and/or customer feedback. Able to identify root causes, driving continuous improvement opportunities and improving the customer experience.
• Monitoring overall incident trends, creating insight and analysis to support the identification of new problem investigations or continual service improvement 
• Co-ordination between multiple internal and external support teams from IT infrastructure to application management and engineering for effective problem resolution
• Establish ongoing interaction across our global CFC onsite teams to drive adoption of the Operational Investigation process, ensuring all members of the team have captured all known problems and continue to do so in line with the implemented process

What will I need to know 

• Highly numerate with strong analytical skills. 
• Experience in an Incident and Problem Management Role within an Enterprise scale environment demonstrating strong analytical fault finding, diagnostics and troubleshooting skills.
• Excellent communication skills, written and verbal. 
• Excellent interpersonal, and 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 their 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 communication skills

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, benefits include pension scheme, interest-free season ticket loan and, of course, a healthy 15% Ocado staff discount (and free delivery).