Major Incident & Problem Manager at OVO Energy

Role OVO-View

Team: Major Incident & Problem.

Salary banding: £32,500 - £42,900 

Experience: Mid-level/Expert.

Working pattern: Full-Time.

Reporting to: Sarah Crown; Major Incident & Problem Lead.

Sponsorship: Unfortunately we are unable to offer sponsorship for this role.

This role in 3 words: Communicator; Collaborator; Analyst.

Top 3 qualities for this role: Calm under pressure; Critical thinking and root-cause analysis skills; Ability to problem-solve.

Where you’ll work:

At OVO, we understand that a one size fits all approach doesn’t work for everyone. That’s why we created the OVO Way of Flexibility.

All our roles are hub based (Bristol, Glasgow or London), providing a dedicated space for collaboration, connection and teamwork. You’ll also have the flexibility to work from home.

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:

As part of the wider Service Operations process, the Major Incident & Problem team are passionate in regard to “Always On” and work to restore service disruption as quickly and efficiently as possible, assembling the right people at the right time and managing the lifecycle of major incidents.

When not managing incidents we will tirelessly work in collaboration with our Technical,Business teams and Partners towards identifying the root causes to stop them happening again. We will also work to identify issues before they cause any disruption and look to continually improve our services through root cause and trend analysis.

This role in a nutshell:

• End-to-end responsibility for the management, communication, escalation, investigation and resolution of major incidents, ensuring business/customer updates are timely and of sufficient quality. 
• Acting as an interface between the technical teams and the Retail business.
• Conducting proactive and reactive problem investigations.
• Collaborating with our technical teams and partners to identify root causes, workarounds and true fixes.
• Managing Problems through their lifecycle, ensuring regular and meaningful updates.
• Conducting trend analysis to proactively identify problems.
• Ensuring fixes are properly recorded so we don't see preventable repeat incidents.
• Creating and presenting reports and metrics to all levels of management and stakeholders.
• Contributing to the success of Service Operations (Major Incident and Problem) activities within the team, and undertaking Continual Service Improvements as a day-to-day activity.

Your key outcomes will be:

• Major Incidents with potential or actual impact to the business are dealt with effectively and with minimum disruption to live service.
• Major incidents are recorded efficiently and accurately. 
• Communications are concise and sent in a timely manner and levelled to the relevant stakeholders.
• Problems are recorded efficiently and accurately. 
• Problems are managed through to resolution by performing root cause analysis, coordinating 3rd party analysis, and communicating with stakeholders to ensure workaround and solution suitability.
• Reports and metrics are created and presented to all levels of stakeholders.
  
  

Within your first 3 months you’ll:

• Be able to independently manage a major incident end-to-end. 
• Record major incident and problem details efficiently and accurately. 
• Through trend analysis be able to identify, record and manage the lifecycle of a Problem.
• Be able to articulate the major incident & problem end to end processes to all levels of stakeholders. 
• Have a wider understanding of all OVO products and services.

You’ll be a successful Major Incident & Problem Manager at OVO if you…

• Are pro-active, motivated and a superb communicator. 
• Have great people skills.
• Have excellent written and verbal communication skills. 
• Are able to keep a cool head and able to keep calm and measured in a fast paced environment
• Have experience in managing in a high pressure environment.Have strong experience in the Incident & Problem area.
• Have experience in using ITIL processes in a Service Management or Reliability team.
• Have in-depth understanding of major incidents, stakeholder communication, post event review and problem management.
• Have experience in creating and presenting reports and metrics.

Let’s talk about what’s in it for you

We’ll pay you between £32,500 - £42,900, depending on your specific skills and experience. If your expectations are a little different, have a chat with us!

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.  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 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, 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.

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..