Incident Manager - Team Lead

O2 Telefonica
08 Mar 2018
17 Mar 2018
Contract Type
Full Time

O2 is the commercial brand of Telefonica UK Limited, a leading digital communications company owned by Telefonica S.A. With over 25 million customers across the UK, O2 is one of the world`s most innovative companies putting our customers at the heart of everything we do.

We are more than just a network. We open up the endless possibilities of technology, connecting our customers to the things that they love and exploring new ways to open up the world for them.

We are always on the lookout for great talent. Just like our customers, we offer our employees more. From a choice of benefits, rewards, training and ongoing career development there are many reasons to join O2.

About the Team:

With a third of the UK economy relying on O2, delivering fantastic services is crucial. Here in Business Service Operations we run and drive improvement in our Mobility and ICT services, with customer experience at the heart of everything we do.

Business Service Operations provides ICT, Wi-Fi & Digital services, Fixed line, SIP, VOIP, LAN/WAN, connectivity, Cloud hosted services and Enterprise Managed Mobility (EMM) to some of the world`s most recognised brands.


-Providing strong technical and people leadership skills to a team of Incident Managers
-Ensure regular people management activities like one to ones and define team KPIs and overall strategy
-Coaching and mentoring team members on ITIL
-Collaborating with product owners, sales and delivery teams to ensure seamless delivery of customer solutions
-End to end responsibility for the management, communication, escalation, investigation and resolution of incidents
-Ensuring business and customer updates are done quickly and to a high quality and keeping them updated as required
-Maintain and regulate incident management processes
-Be the point of escalation with senior stakeholders and business leaders during technical incidents
-Work with suppliers to manage traing requirements for the team and encourage a collaborative work force
-Independently review, implement and verify changes and solutions

Skills & experience:

-Major Incident Management experience in a large multi vendor environment
-Solid experience leading incident management teams
-Strong sense of customer / solution ownership
-Strong concise communication skills to C Level and to both technical / non-technical audiences
-Confidence to manage and negotiate difficult situations to reach a successful resolution
-ITIL Service Management certified

Grade: PTG

Salary and benefits:

We are looking to pay a competitive salary (depending on experience) for this position, and in addition we have some great benefits that could include a bonus, life cover, health care, holiday entitlement and lots of flexible benefits too.

Telefonica`s commitment to a great work-life balance allows us to consider flexible approaches to working. Like to know more? Feel free to raise it.

Joining Telefonica means opening up a world of freedom, support and possibility. A fascinating world where you`ll be able to think bigger, be bolder and try new things. And where there are endless opportunities to develop your career.

There`s so much to discover. Your adventure starts here.

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