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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Incident & Problem Manager - **Company:** OVO - **Location:** Bristol, UK (Remote available) - **Experience:** Experienced - **Salary:** £33,050.0 - £45,000.0 - **Contract:** Permanent contract - **Skills:** JIRA, BigQuery, Operational Data Store, Smart Devices, Tools for Reporting, Gsuite, Multiplatform - **Published:** June 11, 2026 - **Apply:** https://uk.indeed.com/viewjob?jk=33fac5872febfbf9 ## About the Role Do you have experience in Presentation skills?, * Deliver quality in a best practice, process driven, service orientated framework (e.g. ITIL) * Able to work in a high pressure, multi-platform environment. * Offer excellent written and oral communication skills, experience in presenting complex data to all levels of leadership simply * Provide strong analytical/technical aptitude * Competent communicator and enabler * Are comfortable at juggling multiple things at once! Whether it's applications, candidates, roles or collaborators - there will be a lot of variety; you're able to keep on top of it all and are prompt in delivery. ## Description The Incident Manager will contribute to the development, expansion and delivery of all incident management processes for the smart journey across OVO. They will also contribute significantly to driving performance to the lowest optimised cost without negatively impacting customer satisfaction and respecting all regulatory requirements across Retail. * Incident and Problem Management (OVO systems, assets and processes) to resolution * Engagement with the wider OVO Retail business to ensure capture of Smart Infrastructure related incidents. * Engagement of and communication to stakeholders during management of issues. * Providing an Incident Management service for Smart system or asset emergencies 24/7 (paid standby cover). Your key outcomes will be: Managing Incidents and Problems * Coordinate and manage investigation and resolution activities by Business, IT and 3rd party organisations to ensure fault resolution (either a workaround or permanent solution) within agreed timescales. * Management of major Incidents, supporting, managing, co-ordinating Business, IT and 3rd party organisations Effective Incident and Problem management * Play a key role within Smart Infrastructure offering timely advice and expertise to peers and wider Smart Delivery Team * Proactively develop and maintain common and consistent processes and procedures * Ownership of the Smart Incident Management processes. * Regular review (and revision, where necessary) of SLAs and targets. * Provide quality, detailed reports and input into the Problem Management process. Effectively influence within OVO Metering * Establishes authority and flow for decision-making; assigns decision rights as it relates to incident management to inform better ways of working * Liaise and support cross-functional teams (Smart Care and Field Operations, Platform, Delivery and Finance) to ensure the company meets performance targets * Educate and influence stakeholders via training and updates on changes related to operational strategy for incident management, ensuring escalation reach the right teams promptly. Maintain data integrity for incidents throughout the systems and reporting tools Foster a culture aligned to OVO's strategic aims build the best place to work, deserve our customers trust and mobilised and zero carbon community Delivering against the three key priority areas * Get the basics right * Drive simplicity * Deliver plan zero Focusing on completing integration, delivering smart, working safely and providing the best service for our customers. Within your first 3 months you'll: * Have successfully managed major incidents across our smart metering infrastructure, ensuring rapid resolution and minimal impact on our customers * Have run or actively contributed to post-incident reviews (retrospectives), translating complex technical findings into actionable, long-term preventative measures * Have defined and implemented key anomaly detection thresholds to proactively flag smart device alerts and infrastructure irregularities before they escalate * Be regularly partnering and liaising with OVO's internal business teams and third-party providers, serving as a key collaborator to resolve complex, multi-party incidents and systemic problems * Be comfortable using data tools like BigQuery to query operational data and effectively pull the insights needed to drive root-cause investigations * Have become highly adept at triaging technical issues and managing tickets, ensuring smooth prioritisation, categorisation, and routing within our queues * Be regularly monitoring our performance metrics to track the overall health, reliability, and SLA compliance of our systems Systems: Kaluza, uSmart, DCC, FSM, Google Suite, BigQuery, Jira ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [Data Science in Retail](https://www.wearedevelopers.com/videos/586-data-science-in-retail) - [Designing UX for SRE Agents in High-Stakes Incidents](https://www.wearedevelopers.com/videos/100003-designing-ux-for-sre-agents-in-high-stakes-incidents) - [Making Data Warehouses fast. 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