OVO Energy
Incident&ProblemManager
Neural analysis suggests this role is
optimal for Mid-level/Experienced candidates.
“Incident & Problem Manager at OVO Energy. Skills: Incident management, Problem management, Stakeholder communication. Contribute to incident management processes. Drive performance to lowest optimised cost”
What You'll Achieve.
Fault resolution within agreed timescales; Ensure company meets performance targets; Ensure escalation reaches right teams; Rapid resolution and minimal impact on customers; Actionable, long-term preventative measures; Proactively flag smart device alerts; Proactively flag infrastructure irregularities
Industry & Context.
Complex riddles; Root cause investigations
Paid standby cover, 24/7 service
What They're Looking For.
Must Have
Incident Management service for Smart system or asset emergencies 24/7 (paid standby cover), Manage major incidents, Partner and liaise with OVO’s internal business teams and third-party providers, Use data tools like BigQuery to query operational data, Triage technical issues and manage tickets, Monitor performance metrics, Deliver quality in a best practice, process driven, service orientated framework (e.g. ITIL), 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 analytical/technical aptitude, Competent communicator and enabler, Comfortable at juggling multiple things at once
Nice to Have
Google Suite, BigQuery, Jira
What You'll Do.
Contribute to incident management processes
Drive performance to lowest optimised cost
Manage incidents and problems to resolution
Engage with OVO Retail business
Capture Smart Infrastructure related incidents
Engage and communicate to stakeholders
Provide Incident Management service 24/7
Coordinate investigation and resolution activities
Ensure fault resolution within agreed timescales
Manage major incidents
coordinate organisations
Offer timely advice and expertise
Develop and maintain common processes
Own Smart Incident Management processes
Review SLAs and targets
Provide quality reports
Input into Problem Management process
Establish authority for decision-making
Assign decision rights
Liaise and support cross-functional teams
Ensure company meets performance targets
Educate and influence stakeholders
Provide updates on operational strategy
Ensure escalation reaches right teams
Maintain data integrity for incidents
Manage incidents across smart metering infrastructure
Run post-incident reviews
Translate technical findings into preventative measures
Define and implement anomaly detection thresholds
Triage technical issues
Monitor performance metrics
How You'll Work.
Team & Collaboration
Cross-functional teams; Smart Care; Field Operations; Platform; Delivery; Finance; Business teams; Third-party organisations
Communication Scope
Presenting complex data; Written communication; Oral communication
Process & Methodology
ITIL
Full 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 optimise
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