Product Incident Coordinator

3 months ago

London, United Kingdom Motability Operations Full time

**About The Role**:

- Be the Core Tech point of contact for incidents raised to and/or escalated to the Core Tech Product teams.
- Triage all incidents and assign to the correct Product team in a timely manner, liaising with Product Specialists and Product Owners.
- Liaise with the business and various stakeholder to understand the impact of incidents & support prioritising.
- Working with all Core Tech Product Teams (& other MO support teams) to ensure all IT incidents are always acknowledged/ resolved whilst keeping your customers informed of incident progression.
- 3rd party incident management, liaising with supplier managers and 3rd party relationship owners in relation to ticket management and resolution.
- Liaise with the business and various stakeholders to co-ordinate incidents and their resolutions, this may be via upgrades or patches.
- Reporting support and incident statistics and highlighting challenges / solutions.
- Identify how to continually improve incident and support process and its management.
- Ownership of creating documentation and stakeholder maps for future incidents.
- Responsible for the creation of runbooks for live incidents.
- Supporting early life support periods for new features or upgrades.
- Define and support the post incident review process. Promoting best practice within the Core Tech Product Teams.

**About You**:
You will have gained the following skills/experience:

- You are self-motivated, always keen to expand your knowledge and expertise
- You have an analytical mind, keen to understand trends, data and highlight opportunities.
- You are keen to expand your knowledge and expertise within Core Tech & the supporting team structure
- You will be curious and questioning to fully expand into the role
- You focus on the details, timing and accuracy upon which Core Tech support activities rely
- Able to work independently or effectively as part of a team
- Demonstrate the ability to prioritise successfully and manage conflicting demands
- Ability to communicate effectively and capable of building effective working relationships with internal & external stakeholders at all levels
- Flexible and adaptable attitude willing to undertake other ad hoc duties as required

Minimum Criteria:

- Strong advocate for customer service with confident stakeholder management
- You can manage time & multiple priorities well
- Strong attention to detail

**About The Company**:
Motability Operations is a unique organisation, virtually one of a kind. We combine a strong sense of purpose with a real commercial edge to ensure we provide the best possible worry-free mobility solutions to over 700,000 customers and their families across the UK. Customers exchange their higher rate mobility allowance to lease a range of affordable vehicles (cars, wheelchair accessible vehicles, scooters, and powered wheelchairs) with insurance, maintenance and breakdown assistance included. We are the largest car fleet operator in the UK (purchasing around 10% of all the new cars sold in the UK) and work with a network of around 5,000 car dealers and all the major manufacturers. We pride ourselves on delivering outstanding customer service, achieving an independently verified customer satisfaction rating of 9.8 out of 10.

Our values are at the heart of everything we do. They represent ambition, and we look for our people to live and breathe them every day:

- We find solutions
- We drive change
- We care

We operate hybrid working across the organisation where we split our time between working on-site at our offices, and at home, remotely within the UK. We believe hybrid working achieves a good work/life balance for our colleagues, allowing us to connect with each other, collaborate on important work, and perform together to deliver for our customers. It allows us to have the flexibility to work remotely up to 2-days per week whilst also using the great office spaces we have available.

As a Motability Operations team member, the benefits you can expect are:

- Competitive reward package including an annual discretionary bonus
- 15% non-contributory pension (9% non-contributory pension during probation period)
- 28 days annual leave with option to purchase and sell days
- Free fresh fruit and snacks in the office
- 1 day for volunteering
- Funded Private Medical Insurance cover
- Electric/Hybrid Car Salary Sacrifice Scheme and Cycle to Work Scheme
- Life assurance at 4 times your basic salary to give you a peace of mind that your loved ones will receive some financial help
- Funded health screening for over 50s
- Voluntary benefits: charitable giving, critical illness insurance, dental insurance, health and cancer screenings for you and your partner, discounted gym memberships and season ticket loans
- Employee Discount Scheme with an app to save on the go
- Free access to healthcare apps such as Peppy, Unmind, Aviva Digital GP and volunteering app on Hand for all employees
- Generous family leave policies

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