Incident Manager
Incident Manager
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Job Description
About Us:
At Cuckoo we put our customers at the heart of everything we do as we try to make their lives easier and their broadband faster. Because the truth is we want them to actually feel good about their broadband. Thats why we call it feelgood broadband.
Weve already topped MoneySavingExperts poll for the best customer service (twice) and are well on the way to achieving our overall aim: to become the UKs most recommended way to connect.
So if youre as customer obsessed as we are and want to help change the face of the UKs broadband industry wed love to hear from you.
About this role:
As an Incident Manager at Cuckoo youll be at the heart of managing and resolving critical issues that impact our services. Your role will involve leading crossfunctional teams to quickly address and fix incidents ensuring everything is logged prioritized and resolved smoothly.
Were looking for someone who thrives under pressure communicates clearly and focuses on minimizing the impact on our customers and business. In this role youll also be driving continuous improvements in how we handle incidents.
At Cuckoo we live by our motto: Fast fair feelgood broadband. Were less focused on strict ITIL guidelines and more interested in your ability to connect with people manage incidents on a human level and find solutions that work for everyone. Youll help us learn from each experience and keep refining our processes to make things better each time.
More about this role:
Incident Response & Management:
- Lead the investigation and resolution of highpriority incidents ensuring timely resolution with minimal impact on customers and business operations.
- Coordinate with crossfunctional teams including development testing operations and business stakeholders to ensure swift resolution of issues.
Monitoring & Continuous Improvement:
- Work with the Architecture and Engineering team to develop refine and maintain monitoring and alerting that proactively identifies potential issues before they become critical incidents.
- Implement incident management KPIs such as Average Time to Detect Average Time to Resolve and availability metrics aligning with best practices.
Communication & Stakeholder Management:
- Act as the primary point of contact during incidents maintaining clear and transparent communication between stakeholders at all levels of the business. This may involve some work outside of usual business hours
- Ensure accurate and timely incident reports providing realtime updates to relevant teams and leadership.
Service Restoration & Root Cause Analysis:
- Ensure that service restoration efforts are executed in a prioritised manner and coordinate with the necessary teams to minimise downtime.
- Lead postincident reviews identifying and registering risks ensuring actionable improvements are identified tracked and implemented.
- Ensure thorough root cause analysis is conducted for all critical incidents focusing on systemic improvements rather than individual faults
Process Ownership & Optimisation:
- Own and continuously optimise the incident management process ensuring alignment with the organisations objectives.
- Collaborate with relevant teams to refine processes for faster more efficient incident resolution
- Ensure alignment with SLAs and continually improve the incident management lifecycle through automation documentation and process refinement.
You should apply if you have:
- Experience in incident management IT operations or a related role ideally in a fastpaced highgrowth environment.
- Strong problemsolving and decisionmaking skills under pressure.
- A deep understanding of ITIL processes with certifications in ITIL DevOps or related frameworks.
- Excellent communication skills with the ability to influence and engage at all levels.
- Experience with incident management tools e.g. Managed Engine Jira
- Familiarity with Agile and DevOps development practices
- Strong analytical skills with a focus on datadriven continuous improvement.
- Strong understanding of risk management mitigation and incident response frameworks.
- An awareness of relevant laws and regulations related to incident response and data privacy
Life inside the nest:
- Up to60000 Annual Salary
- 4x Life Assurance
- Income Protection
- Salary Sacrifice Pension
- 30 days holiday plus statutory bank holidays
- Enhanced Sick Leave
- Enhanced Family Leave
- Private Healthcare
- Private Dental Care
- Cycle 2 Work Scheme
- Health Cash Plan
- Shopping Discounts
- Discounted Breakdown Cover
Cuckoos commitment to inclusive hiring:
One of our Cuckoo values is We are different. And we really mean that. Were a diverse bunch with loads of different backgrounds experiences skills and perspectives. And all this makes us strong and better as a team. So if youve got something different to bring to our flock whether youve picked up skills in unexpected places or you approach challenges in a way that others dont wed love you to apply.
Can you see yourself working with us Apply now!
We want all candidates to have every opportunity to shine and show us your talents please let us know if there is anything we can do to make sure our assessment process works for you!
Employment Type
Full Time
