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.