Do you love the thought of facing the unexpected every day? Are you a Major Incident Manager who enjoys managing and co-ordinating incidents that have a huge impact on a business? 

As a Major Incident Co-ordinator at Asda, you will be working alongside the Incident Response and Major Incident teams and will primarily work on co-ordinating P1 and P2 high impacting and urgent technical issues. This is a high visibility role whereby senior leaders and executives rely on solid, clear updates from the team and you will be required to support Major Incidents as an escalation point from the service desk.

Your Role

• Based within the Service Operations function, the Major Incident Co-ordinator is there to be an escalation point for the Service Desk, Service Management teams and Support Teams, specifically coordinating the resolution of highly impacting incidents
• You will report into the Major Incident Team Manager who you will use as an escalation point however you will drive your own success both personally and operationally
• Following set processes and procedures to drive the relevant resolver teams and communicate the impact and urgency to the wider business
• Completing Post Incident Reviews, highlighting gaps in process or knowledge, to enable continuous improvement of the service
• Supporting multi-store, multi-user, home office and distribution centre critical technical issues, facing the unexpected on a daily basis
• You will communicate and engage with internal colleagues of different levels, 3rd parties, Walmart and strategic partners and you will build genuine relationships to drive the best outcomes
• You will make quick decisions on how to move forward during incidents and reduce the impact to Asda
• Contribute knowledge and support projects where business impacting situations could arise
• Assisting the Incident Response team with P3 incidents and escalations by adding experience and value

This is a shift-based role (between the hours of 08:00 and 20:00) including weekends.

About You

• Previous experience or exposure in dealing with Major Incidents is essential (2+ Years in a similar role)
• Ability to lead and manage Major Incidents and stakeholders
• Ability to follow a clearly defined process under pressure
• Knowledge regarding company products and services
• Understanding of industry standards and practices
• Strong communication skills
• Technical writing ability
• Knowledge of relevant tools and applicable software programs
• Relevant industry experience and best practice
• Able to multi-task and prioritise workload against tight deadlines
• Can analyse existing processes and procedures and drive improvements

Hybrid Working - Work Where it Works. Our hybrid way of working gives you the choice to work where it works. This enables you to complete your daily tasks where you'll be the most effective. It offers a mix of working from home and in an office environment that works best for you and your team. We would love to talk to you about this.

As a Major Incident Co-ordinator you will also get an excellent benefits package including;-

• Competitive Salary
• Discretionary company bonus
• Company pension up to 7% matched
• 10% colleague discount, free parking and many additional rewards

We want all colleagues to be able to bring their best and true selves to work, every day. Simply put, we want our colleagues to be Proud to be Asda and proud to be themselves.

If you have any further questions relating to this Major Incident Co-ordinator position please contact maariyah.s.akram@asda.co.uk

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