Incident & Problem Manager

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Role OVO-View Team: Smart Infrastructure Team Location: Hub Based - Hybrid for all Salary banding: £33050 - £45000 Experience: Mid-level/Experienced Working pattern: Full-Time Reporting to: Sam Bowman - Senior Incident Manager Sponsorship: Unfortunately we are unable to offer sponsorship for this role. This role in 3 words: A mix of resilience, communication, and a responsive pragmatic approach. Top 3 qualities for this role: Decisive, co-ordinated, systematic Where you'll work: Depending on the needs of your business area, we expect hub based people to be in the office at least once a week, and to go to OVO Connection events in-person. You'll be assigned to the closest one of our three hub offices, Bristol, Glasgow, or London; unless your role requires field-based work. Each hub has accessible spaces to park your laptop, is designed to inspire people, help them connect and bring big ideas to life. Everyone belongs at OVO: At OVO, we are on a mission to solve one of humanity's biggest challenges, the climate crisis. And we know it takes all of us to change the world. That's why we need diverse people from all abilities, gender identities, ethnicities, ages, sexual orientations, life experiences and backgrounds to join us. Teamworking for the planet: Everything we do here spins around Plan Zero. So, naturally, the team you'll be joining plays a gigantic role in making that happen. Here's how: This role belongs to the high-energy executioner . They are people who don't freeze under pressure and actually get a small adrenaline rush when things go sideways. This role also belongs to the analytical deep-thinker . They are people who get genuinely annoyed by repetitive, sloppy issues and love solving complex riddles. This role in a nutshell: The Incident Manager will contribute to the development, expansion and delivery of all incident management processes for the smart journey across OVO. They will also contribute significantly to driving performance to the lowest optimised cost without negatively impacting customer satisfaction and respecting all regulatory requirements across Retail. Incident and Problem Management (OVO systems, assets and processes) to resolution Engagement with the wider OVO Retail business to ensure capture of Smart Infrastructure related incidents. Engagement of and communication to stakeholders during management of issues. Providing an Incident Management service for Smart system or asset emergencies 24/7 (paid standby cover). Your key outcomes will be: Managing Incidents and Problems - Coordinate and manage investigation and resolution activities by Business, IT and 3rd party organisations to ensure fault resolution (either a workaround or permanent solution) within agreed timescales. - Management of major Incidents, supporting, managing, co-ordinating Business, IT and 3rd party organisations Effective Incident and Problem management - Play a key role within Smart Infrastructure offering timely advice and expertise to peers and wider Smart Delivery Team - Proactively develop and maintain common and consistent processes and procedures - Ownership of the Smart Incident Management processes. - Regular review (and revision, where necessary) of SLAs and targets. - Provide quality, detailed reports and input into the Problem Management process. Effectively influence within OVO Metering - Establishes authority and flow for decision-making; assigns decision rights as it relates to incident management to inform better ways of working - Liaise and support cross-functional teams (Smart Care and Field Operations, Platform, Delivery and Finance) to ensure the company meets performance targets - Educate and influence stakeholders via training and updates on changes related to operational strategy for incident management, ensuring escalation reach the right teams promptly. Maintain data integrity for incidents throughout the systems and reporting tools Foster a culture aligned to OVO's strategic aims build the best place to work, deserve our customers trust and mobilised and zero carbon community Delivering against the three key priority areas - Get the basics right - Drive simplicity - Deliver plan zero Focusing on completing integration, delivering smart, working safely and providing the best service for our customers. Within your first 3 months you'll: Have successfully managed major incidents across our smart metering infrastructure, ensuring rapid resolution and minimal impact on our customers Have run or actively contributed to post-incident reviews (retrospectives), translating complex technical findings into actionable, long-term preventative measures Have defined and implemented key anomaly detection thresholds to proactively flag smart device alerts and infrastructure irregularities before they escalate Be regularly partnering and liaising with OVO's internal business teams and third-party providers, serving as a key collaborator to resolve complex, multi-p

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