Major Incident Manager

Job Summary
At Ocado Client Services, we are responsible for providing the aftercare support of Ocado's innovative advanced robotics technology, known as the Ocado Smart Platform ("OSP"), to our major retailer clients around the world. OSP comprises access to Ocado's physical infrastructure solutions, running highly efficient warehouse operations for the single pick of products, together with the entire end-to-end proprietary software applications and advanced robotics required to operate a world-class online grocery business. 

We are looking for a Major Incident Manager who will be responsible for driving the restoration of our Technology services. Delivering communication of incidents across our business and customers. You will be an ambassador for Incident Management and will identify and maintain key relationships with internal and external stakeholders to continually improve the reputation of Ocado and Incident Management.

We operate 24/7 365 globally and this role will be part of the team in the Americas and will require working in a day shift pattern including weekends.

Accountabilities

• End to end responsibility for the management, communication, escalation,  investigation and resolution of incidents, ensuring Business and Customer updates are timely and of sufficient quality, arranging discussions and updates as required.
• Ensure that all modes of communication are effectively used throughout the incident life cycle.
• Acting as Incident escalation focal point, identifying and resolving conflict and bottlenecks.
• Creation of agreed action plans with named actions & deadlines. Accountable for the Delivery of that plan.
• Document post incident recovery steps in order to establish Root Cause, aid in Process improvements, identify deviations and to enable creation of a Knowledge Base.
• Driving, developing and managing the major incident process and associated procedures / systems.
• Providing consolidated production incident metrics to the Head of Technology Operations and Operations Centre Manager along with resolution rates.
• Develop and Maintain a Skills matrix around agreed Critical Systems for use in Incident Situations
• Be an Evangelist for the Incident Management Process

Skills, Experience and Qualifications
Essential:

• Recent experience as an Incident Manager within an Enterprise scale environment demonstrating strong analytical fault-finding, diagnostics and troubleshooting skills.
• Excellent communication skills, written and verbal.
• Previous exposure to ITSM tool sets with a clear understanding of how tools should be used to support incident management process activities.
• 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 organized 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.

Soft Skills:

• Driven to provide exceptional customer service and team morale.
• Self-starter with a passion for personal development
• Excellent customer service and telephone skills
• Must be team-oriented
• Must have a desire and passion for continuous improvement
• Excellent verbal and written communications skills

Behavioral Competencies

• Craftsmanship – demonstrates breadth and depth of knowledge and skill; upholds quality and continuous improvement; can adapt the ideas of others; displays high levels of initiative. 
• Trust – demonstrates high levels of trust between individuals and teams; espouses respect, openness, honesty and knowledge sharing.
• Collaboration – works well with others and actively contributes towards team/department/division objectives to enable high performance of own and fellow teams; displays generosity to help others succeed at own expense.
• Autonomy – accepts ownership of what they do; relishes empowerment to drive innovation; takes accountability and responsibility for their own actions.
• Learn Fast – ability to learn fast through experimentation; understands that falling is acceptable; recognizes the importance of learning from failure quickly, without attributing blame.
• Health & Safety – work in accordance with site specific H&S rules

DISCLAIMER: This is not necessarily an exhaustive list of all responsibilities, duties, skills, efforts, requirements or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed as assigned.