Incident Support Manager
2 weeks ago
Incident Support Manager -
Hatfield, Hertfordshire ( Hybrid Working )
About us
We're Ocado Group. We architect and build groundbreaking, game-changing technology solutions. We don't do off-the-shelf. We don't do easy.
We are writing, building and running all our own software systems, we're constantly pushing the limits of what technology can do.
About the role
- Perform nextday 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 firsttime resolution
- Running 'Service Stability' calls following significant Major Incidents
- Discover, test and onboard knowledge and tooling opportunities to enable firsttime 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 fastchanging environment
- Owning problem investigations, triggered through data analysis, repeat failures and/or customer feedback. Able to identify root cause, 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
- Establish ongoing interaction across Client Services to drive adoption of the problem management process, ensuring all members of the team have captured all known problems and continue to do so in line with the implemented problem management process
- Create and distribute performance dashboards and reports (cause, method of identification, recovery time, Impact, etc)
About you:
- Highly numerate with strong analytical skills.
- Experience in an Incident and or 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, influencing skills, interacting appropriately with users of many technical skill levels, remaining calm and courteous while working to resolve problems.
- A selfstarter with an organised and methodical approach to problemsolving through attention to detail and a proven ability to build relationships with internal and external, technical and nontechnical 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 handson 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 will I get in return?
We're in it together, we are proud of what we do, we can be even better
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