Major Incident Manager

at  Ocado Group

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

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

Please refer the Job description for details