Incident & Problem Manager Incident & Problem Manager OVO Energy Hybrid · Remote · Glasgow, Sco[...]

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.