Incident & Problem Manager

Job Description

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-party incidents and systemic problems
• Be comfortable using data tools like BigQuery to query operational data and effectively pull the insights needed to drive root-cause investigations
• Have become highly adept at triaging technical issues and managing tickets, ensuring smooth prioritisation, categorisation, and routing within our queues
• Be regularly monitoring our performance metrics to track the overall health, reliability, and SLA compliance of our systems

Systems: Kaluza, uSmart, DCC, FSM, Google Suite, BigQuery, Jira

You’ll be a successful Role Title here at OVO if you…

• Deliver quality in a best practice, process driven, service orientated framework (e.g. ITIL)
• Able to work in a high pressure, multi-platform environment.
• Offer excellent written and oral communication skills, experience in presenting complex data to all levels of leadership simply
• Provide strong analytical/technical aptitude
• Competent communicator and enabler
• Are comfortable at juggling multiple things at once! Whether it’s applications, candidates, roles or collaborators - there will be a lot of variety; you’re able to keep on top of it all and are prompt in delivery.

Let’s talk about what’s in it for you:

We’ll pay you between £33050 and £45000, depending on your specific skills and experience.

We keep our pay ranges broad on purpose to give us, and you, flexibility to match your experience to our zero carbon mission.

You’ll be eligible for an on-target bonus of 15%. We have one OVO bonus plan that focuses on the collective performance of our people to deliver our Plan Zero goal.

We also offer plenty of green benefits and progressive policies to help you feel like you belong at OVO…and there’s flex pay. We'll give you 9% Flex Pay on top of your salary – 4% of this is auto enrolled into your pension, and the remaining 5% is yours to do what you like with. You can use this to buy from our extensive range of flexible benefits, including our green benefits which we've put at the heart of our offering, add to your pension or even take it as cash.

Here’s a taster of what’s on offer:

For starters, you’ll get 34 days of holiday (including bank holidays).

For your health
With benefits like a healthcare cash plan or private medical insurance depending on your career level, critical illness cover, life assurance, health assessments, and more

For your wellbeing
With gym membership, travel insurance, workplace ISA, will writing services, dental insurance, and more

For your lifestyle
With extra holiday buying, discount dining, home & tech loans, and supporting your favourite charities with give-as-you-earn donations

For your home
Get up to £400 towards any OVO Energy plan, plus great discounts on solar, smart thermostats and EV chargers

For your commute
Nab a great deal on ultra-low emission car leasing, plus our cycle to work scheme and public transport season ticket loans

Want to hear about our full range of flexible benefits and progressive people policies? Our People Team can tell you everything you need to know.

For your Belonging

To find better ways to support our people, we need to listen to each other’s experiences and find ways to build a truly inclusive and diverse workplace. As part of this, we have 8 Belonging Networks at OVO. Led by our people, for our people - so when you join OVO, you can play a part - big or small - with any of the Networks. It's up to you.

Oh, and one last thing...

We’d be thrilled if you tick off all our boxes, yet we also believe it’s just as important we tick off all of yours. And if you think you have most of what we’re looking for but not every single thing, go ahead and hit apply. We’d still love to hear from you!

If you have any additional requirements, there’s a space to let us know on the application form; we want to make the process as easy and comfortable for you as possible.