Incident and Problem Manager (6 Month Fixed Term Contract)

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Company Description

We're ASOS, the online retailer for fashion lovers all around the world.

We exist to give our customers the confidence to be whoever they want to be, and that goes for our people too. At ASOS, you're free to be your true self without judgement, and channel your creativity into a platform used by millions.

But how are we showing up? We're proud members of Inclusive Companies, are Disability Confident Committed and have signed the Business in the Community Race at Work Charter and we placed 8th in the Inclusive Top 50 Companies Employer list.

Everyone needs some help showing up as their best self. Let our Talent team know if you need any adjustments throughout the process in whatever way works best for you.

Job Description

As an Incident and Problem Manager you'll be responsible for effective incident management on our large-scale, distributed, mainly cloud-based platform that is build and operated by various teams. You'll provide 24/7 service and support of our incident management processes supporting the Tech estate when managing major incidents. For that you will take part in on-call rota. You'll be responsible for issuing timely and accurate communications in incident situations to stakeholders whilst enabling the relevant engineering teams to maintain full ownership of incident resolution. A key strength therefore is to quickly understand how the applications and team landscape of our platforms is connected from a technical and people perspective, what impact an incident has to our customers and who are the people that need to be involved for quick resolution.

The role calls for a multi-faceted approach in not only effectively addressing incidents as necessary, but also providing value through applying the requisite problem management actions in both a proactive manner as well as at the conclusion of major incidents.

What you'll be doing

• Assist to develop and maintain the incident management process as necessary to meet business needs.
• Develop, co-ordinate and promote incident management activities across the whole of ASOS and take responsibility for the effective functioning of the Incident Management processes across all support areas
• Responsibility for all aspects around the management, communication, and resolution of Major Incidents.
• Provide any required SME advice to all support staff in the management and resolution of Incidents.
• Review and recommend, as appropriate, changes to support processes to ensure continuous improvement of the Incident Management process
• Effectively prioritise Problem Management activities to ensure that the key business drivers are addressed as a primary objective.
• Ensure all necessary reporting and metrics are completed for Problem as well as generating problem summaries for P1 & P2 problems.
• Investigate the underlying Root Causes of Major and persistent / recurring business critical incidents and managing them with support teams through to resolution.
• Contribute to the development of the existing Problem Management process as part of Continuous Service Improvement initiatives.
• On Call escalation point for out of hours support rota.
• On site out of hours' support required when requested and as part of a rota.

Qualifications

• Experience in problem, change and incident management in an agile context
• Experience in managing major incidents.
• Communication skills with a proven track record of engaging senior technology and business stakeholders
• Having a good understanding of / experience with DevSecOps ways of working and SRE practices
• Hands on experience delivering/supporting enterprise-scale services
• Analytical skills to quantifying and analyse performance of operational and incident management processes and data
• Influential skills to drive improvements on existing Incident & Problem Management processes and procedures
• Passionate about continuous improvement
• Preferably ITILv4 or equivalent service management experience at scale and familiarity
• Experience in leading an Incident Response team using relevant ITSM tooling
• Experience in using automated incident management communication tooling such as xMatters desirable

Additional Information

What's in it for you?

• Competitive salary, pension, and private medical care scheme
• Performance related bonus
• Flex benefits allowance - which you can chose to take as extra cash, or use towards other benefits
• 25 days paid annual leave + an extra day for your birthday
• Employee discount (hello ASOS discount!)
• Tech Develops - our internal tech focussed skills development programme to focus on your personal growth as a technologist
• Opportunity to represent ASOS at industry leading events
• Opportunity to help shape and drive our DE&I initiatives in Tech (like our WIT movement and Diversity mentoring in Tech)
• Opportunity to make an impact from day one and work with the latest in cutting edge of technology