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 or 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 you'll 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 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
• Co-ordination between multiple internal and external support teams from IT infrastructure to application management and engineering for effective problem resolution
• Establish on-going 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 a 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 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.

What do I get in return

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. We can offer technically stretching work, a competitive salary and;

Hybrid working and flexible working patterns; Private healthcare; Car salary sacrifice and Cycle to Work schemes; A range of amazing benefits, including Free Shares and Life Assurance; 15% off your Ocado.com shopping; Company shop offering discounts of up to 70% on groceries from leading brands and major retailers; Exclusive travel, retail and leisure discounts nationwide; Incredible Head Office, complete with onsite cafe and restaurant just 20 minutes by train from Kings Cross ; A free shuttle bus from and to Hatfield Station; 22 weeks paid maternity leave and 6 weeks paid paternity leave (once relevant service requirements complete) ; Enhanced Pension scheme, matching employee contributions up to 7% of salary; Employee Assistance Programme

We’re in it together, we are proud of what we do, we can be even better