At a Glance
- Tasks: Lead incident management processes and drive performance for OVO’s smart journey.
- Company: Join OVO Energy, a forward-thinking company focused on sustainability and innovation.
- Benefits: Enjoy a competitive salary, generous holiday, and health benefits.
- Other info: Flexible working options and a commitment to diversity and inclusion.
- Why this job: Make a real impact in a dynamic environment while enhancing customer satisfaction.
- Qualifications: Experience in incident management and strong communication skills required.
The predicted salary is between 33050 - 45000 £ per year.
Reporting to Sam Bowman – Senior Incident Manager.
Sponsorship: Unfortunately we are unable to offer sponsorship for this role.
Role Overview: As an Incident Manager, you will develop, expand, and deliver all incident management processes for OVO’s smart journey. Your work will focus on driving performance to the lowest optimised cost while maintaining customer satisfaction and meeting regulatory requirements across Retail. The role is based in one of our hub offices – Bristol, Glasgow, or London – with a minimum of one in‑office day per week and participation in OVO Connection events.
Key Outcomes and Responsibilities:
- Coordinate investigation and resolution activities with Business, IT, and third‑party organisations to achieve fault resolution within agreed timescales.
- Manage major incidents and support cross‑organisation responses.
- Develop, maintain, and continuously improve Smart Infrastructure incident management processes.
- Own the Smart Incident Management processes and regularly review SLAs and targets.
- Provide detailed reports and contribute to the Problem Management process.
- Educate and influence stakeholders via training and updates on incident‑management operational strategy.
- Establish authority and decision‑making flows, assigning decision rights for incident management.
- Liaise with cross‑functional teams (Smart Care, Field Operations, Platform, Delivery, Finance) to meet performance targets.
- Maintain data integrity for incidents across systems and reporting tools.
- Foster a culture aligned with OVO’s strategic aims and build a best place to work.
Expected Achievements in the First 3 Months:
- Successfully manage major incidents across the smart metering infrastructure.
- Run or contribute to post‑incident reviews translating findings into actionable preventative measures.
- Define and implement anomaly detection thresholds to flag smart device alerts proactively.
- Partner and liaise with internal business teams and third‑party providers to resolve complex, multi‑party incidents.
- Utilise data tools such as BigQuery to extract insights for root‑cause investigations.
- Triage technical issues and manage tickets, ensuring proper prioritisation, categorisation, and routing.
- Monitor performance metrics to track overall health, reliability, and SLA compliance.
Required Skills and Attributes:
- Deliver quality within a best‑practice, process‑driven, service‑orientated framework such as ITIL.
- Experience working in a high‑pressure, multi‑platform environment.
- Excellent written and oral communication; able to present complex data simply to all leadership levels.
- Strong analytical and technical aptitude.
- Competent communicator and enabler.
- Ability to juggle multiple priorities and deliver promptly.
Compensation and Benefits:
- Salary: £33,050 – £45,000, depending on skills and experience.
- On‑target bonus: 15% of salary.
- Flex pay: 9% of salary, with 4% auto‑enrolled into pension and 5% available for flexible benefits.
- Holiday entitlement: 34 days (including bank holidays).
- Health and wellbeing: healthcare cash plan or private medical insurance, critical illness cover, life assurance, health assessments, gym membership, travel insurance, workplace ISA, will‑writing services, dental insurance.
- Additional lifestyle benefits: extra holiday buying, discount dining, home & tech loans, charitable donations support.
- Home: up to £400 towards any OVO Energy plan, discounts on smart devices and EV chargers.
- Commute: low‑emission car leasing, cycle‑to‑work scheme, public transport season ticket loans.
Commitment to Inclusion: We are committed to a diverse and inclusive workforce. Everyone belongs at OVO.
Incident & Problem Manager Incident & Problem Manager OVO Energy Hybrid · Remote · Glasgow, Sco[...] employer: Seeds Renewables
At OVO Energy, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters collaboration and innovation. With a strong commitment to employee growth, our hybrid working model allows for flexibility while ensuring you are part of a vibrant team in our Glasgow hub. Enjoy comprehensive benefits including generous holiday entitlement, health and wellbeing support, and unique lifestyle perks, all aimed at creating a fulfilling and rewarding workplace experience.
StudySmarter Expert Advice🤫
We think this is how you could land Incident & Problem Manager Incident & Problem Manager OVO Energy Hybrid · Remote · Glasgow, Sco[...]
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Seeds Renewables values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
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Create a personal project or case study relevant to the challenges Seeds Renewables might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
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We think you need these skills to ace Incident & Problem Manager Incident & Problem Manager OVO Energy Hybrid · Remote · Glasgow, Sco[...]
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Seeds Renewables.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Seeds Renewables. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Seeds Renewables
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
