Major Incident & Problem Manager
40k - 53k USD
Hybrid
Full Time
#Technology
#Communication
#Problem Solving
#ITIL
#Root Cause Analysis
We are looking for a dedicated Major Incident & Problem Manager to join our team on a full-time basis. At OVO, we are committed to solving the climate crisis through our Plan Zero mission, and this role is vital to ensuring our services remain reliable and efficient while we work toward that goal. You will act as a key collaborator and analyst, helping us restore services quickly during disruptions and identifying root causes to prevent future issues. While our hubs are located in Bristol, Glasgow, and London, we embrace a hybrid working model that offers you the flexibility to work from home.
Responsibilities
- Take end-to-end ownership of major incidents, including managing communications, escalations, and investigations to ensure timely and high-quality resolutions.
- Collaborate closely with our technical teams and business partners to conduct thorough root cause analysis and implement effective workarounds or permanent fixes.
- Proactively analyze trends to identify potential issues before they cause service disruptions and manage the full lifecycle of problems to ensure continuous service improvement.
Requirements
- Strong experience in an incident and problem management role, with a solid understanding of ITIL processes within a service management or reliability environment.
- Excellent communication and interpersonal skills, with the ability to remain calm and measured while working under pressure in a fast-paced environment.
- Proven ability to create and present detailed metrics and reports to stakeholders at all levels of the organization.
- A proactive, motivated mindset with a focus on critical thinking and effective problem-solving.
What we offer
We offer a competitive salary range of £32,500 to £42,900, along with an on-target bonus of 15% linked to our collective performance. In addition to your core pay, you will receive an extra 9% in flex pay to spend on benefits, pension contributions, or cash.
Our comprehensive benefits package includes:
- 34 days of holiday, including bank holidays.
- Medical, dental, and life insurance options.
- Flexible hours and a hybrid work environment.
- Access to a wide range of lifestyle and wellbeing perks, including gym memberships, cycle-to-work schemes, and discounts on OVO energy plans.
