Job Description

Major Incident & Problem Manager
£33k – £43k a year
PCD300103

Be part of the team making zero carbon possible. We’ve always believed energy can be better. Better for our customers. Better for their wallets. Better for our planet. We’re creating a culture where brilliant people are united in that mission. This shapes the way we make change happen. From helping customers decarbonise their homes, to making it simpler for them to manage their energy use – every role here has a purpose. Plan Zero is our commitment to reach net zero by2,000. We want to bring every customer with us on the Path to Zero. And we need the brightest minds to help. We don’t just hire based on talent – we hire on values too. The organisation Way shapes everything we do. Find a better way We’re restless. Constantly looking to improve. To do more. To make a difference. If there’s a better way, we’ll find it! We’re entrepreneurs, but still think big. We're quick. We're agile. And we get things done! We don’t give up at the first hurdle, or take the easy way out. Do what’s right We think of the big picture. Caring about our people, customers, and the planet – all at the same time. We believe in the power of human connection. So we respect, support, and trust each other. Everyone belongs here. And everyone has the chance to be heard. Build something great We’re a place for world changers. We innovate – both the big ideas and the small. To protect this planet for generations to come. We're brave. We see the art of the possible, not the impossible. We build legacies we’re proud of. Knowing we’ve all worked together to make it happen. 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 the organisation, we understand that a one size fits all approach doesn’t work for everyone. That’s why we created The organisation 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. 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 the organisation’s products and services. You’ll be a successful Major Incident & Problem Manager at the organisation 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 £39,000 - £51,000, 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 the organisation 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 the organisation...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).