Senior Incident and Problem Manager

We’re making zero carbon happen

We’re OVO Group, a big family of companies united by a single vision: to get to zero carbon, fast. 

We call this Plan Zero – and it shows how we’ll be fighting the climate crisis and transforming the way people use energy over the next decade. To do this, we need the sharpest minds. Are you up for the challenge?

Do great green things with OVO Energy

So much has changed since we launched in 2009.  Our goal remains the same though: make energy cheaper, greener, and simpler. Just as it was on day one.

Everyone belongs at OVO

Our aim is to build a diverse and inclusive movement: teams of brilliant people, with unique talents, skills, passions, and experiences. 

We encourage everyone to join us, whatever your gender identity, race, ethnicity, sexual orientation, age, life experience, or background. So please come as you are – we can’t wait to meet you.

Where in the world of OVO will I be working?

You’ll be working as part of the Reliability team at OVO Energy where we believe reliable services are at the heart of our target to be the most trusted energy company. The team you’ll be part of plays a key role in getting broken systems up and running as quickly as possible and also in proactively trying to stop or limit disruptions to those systems happening where possible.

What will I be doing?

As a Senior Incident and Problem manager, you’ll be working closely with our internal stakeholders, customers, 3rd party vendors and internal business units. You’ll be responsible for helping to drive the restoration of services as quickly as possible, as well as maintaining the delivery of major incident management with best practices. 

Within this role, you’ll also coach the various business units in the incident process, supporting and nurturing Incident Managers during major incidents and afterwards in post event reviews. You will oversee the management of the life cycles of problems across the business, to try and prevent incidents from happening, and to minimize the impact of incidents that cannot be prevented.

Key responsibilities include:

• Support and facilitate Major Incidents raised by the business, helping to form collaborative action plans with specific actions, roles and deadlines and assisting in any conflict resolution.
• Support and assist in leveraging technology to issue communications and provide key stakeholder management.
• Support and nurture Incident Managers during Major Incidents and afterwards in Post Event reviews.
• Maintain a consistent and timely delivery of Problem management through collaboration with the business areas.
• Facilitate the continual improvement and refinement of the Incident & Problem Management processes.
• Coach and train individual business areas in the incident management / problem management processes using agreed best practices.
• Provide periodic major incident/ problem metrics reports.

Is this the job for me?

We’re looking for a pro-active, motivated individual, who is a great communicator with superb people skills. You’ll be the central point of support across various different business areas through the end-to-end major incident process, including post event reviews and Problem Management. 

You’ll work closely with our engineering teams, taking in technical information and converting it accordingly to be understandable at all stakeholder levels. You’ll be a cool head in a fast paced environment and will be able to keep calm and measured in a crisis.

Ideally you will have:

• Demonstrable experience in the Incident and Problem area at a senior level.
• Experience of using ITIL processes in a service management or reliability team.
• In-depth understanding of and experience of working in all aspects of incident and problem management - including major incident, stakeholder communication, post event review and problem management.
• Strong understanding of Incident and Problem metrics.
• Excellent written and verbal communication skills.
• Experience in ServiceNow and Jira tooling.
• Experience of managing in a high pressure environment.
• Experience/extensive understanding of working within an agile environment

Brilliant benefits for a world-changing team

Our people are at the heart of Plan Zero. That’s why we offer plenty of green benefits and progressive policies to make you feel at home.

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

Then there’s Flex Pay. It’s an extra 9% of your salary on top of your core pay to use as you like. You can take it as cash, add to your pension, or choose to spend it on a huge range of flex benefits.

Here’s a taster of what’s on offer:

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, gadget, travel and cyber insurance, workplace ISA, will writing services, DNA testing, dental insurance, and more

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

For your home 
Get up to £300 off any OVO Energy plan (when you pay by Direct Debit), plus personal carbon offsetting and great discounts on 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.

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!