About the role:
As the Incident Manager, you will be responsible for assessing risk and instigating the relevant incident response to mitigate and minimise the impact of emerging risks to the business.
You will be the strategic lead acting as an incident controller for internal incidents as well as setting the strategy, you will proactively engage with stakeholders, ensuring resources are effectively utilised and clear plans are in place. You will maintain clear records and share learning to support the business to improve future response or reduce the likelihood of recurrence.
You will act as Incident Controller for all internal incidents instigating the appropriate command structure, setting out the problem, the strategy, the desired outcome and ensure that team members are clear on expectations, actions and priorities. You will command until such time that the severity and business impact of an incident is deemed that which requires senior management escalation.
Taking full accountability for ensuring resources within the incident structure are utilised in line with their expected roles and responsibilities as outlined in Incident Management procedures, controlling and redirecting when appropriate whilst proactively communicating with key internal and external stakeholders in respect of operational status and water/wastewater service failures in a timely manner.
This role is based on a 38-hour week on a 12-hour rotating shift pattern from Monday - Sunday
Key Accountabilities:
- Responsible for maintaining a holistic view of operational impacts on the ability to maintain service to customers, and indirect impacts of risks upon other areas of the business which could cause further incident management needs.
- Responsible for running Silver Command and liaising with Gold command as appropriate for major incidents.
- You will maintain an incident log for all incidents.
- Accountable for ‘Hot Debrief’ immediately following the closure of each incident; Ensure incident learning is captured and provide sign off that incident reports for executive review are a true representation of the key facts.
- Delivering effective communication during and after incidents, both internally and with external stakeholders, customers and regulators, utilising established procedures as set out in the Incident Management playbook.
- Utilise all available business systems i.e. Event Viewer, SCADA, C-track etc. to support effective decision-making during incidents.
- Manage MS teams, following processes to enable the use of the system to support incident management in-life visibility to all members of the incident structure.
To be successful you will have the following skills and experience:
- Good knowledge of Water and wastewater operations.
- Excellent communication skills, both verbal and written
- Ability to work under pressure and effectively prioritise conflicting requirements
- Strong decision-making skills, in a risk-based environment, ability to make decisions based on partial information.
- Excellent relationship management, negotiation, and leadership skills
- Previous experience managing operational incidents is preferable
- Fully competent at using the appropriate Company IT systems and office software, as well as specialist incident management tools.
What’s in it for you?
Our competitive salary and package include a competitive bonus, car allowance, private healthcare, an excellent contributory pension, 26 days holiday. There is also a wider benefits scheme which includes an annual pay review, season ticket loans and loyalty awards for continuous service plus discounts at a wide range of retailers via Benefits on Taps.
We’re proud to be here for our local community, offering all of our teams two days paid volunteer leave a year, as well as proudly supporting a lot of local events and charities.
Click here to view our full list of Rewards and Benefits
About us:
Thames Water is the UK’s largest water and wastewater company. We make a daily difference to millions of customers by supplying 2.7 billion litres of world-class water to around 10 million homes.
As our world changes, the need to take care of our most precious resource is greater than ever, both locally and globally. That’s why, at Thames Water, every one of our actions, big and small, matters every day. Water is essential to daily life, and that means our business is always open. We’re passionate about providing world-class tap water, now and for the future.
We’re also turning waste into power, self-generating 20% of the energy we use and, in turn, doing our bit for the planet. We’re reducing plastic waste by celebrating our tap water and rolling out an ambitious water fountain project. We’re using our voice to lobby for change and partnering with WaterAid to provide clean water to the world’s poorest communities.
Together, we’re building a better future for our customers, our region and our planet.
Thames Water is a unique, rewarding and diverse place to work. If you join our team, you’ll enjoy fast-tracked career opportunities, flexible working arrangements and unparalleled benefits. We’re also proud to be an equal opportunity employer, Stonewall Diversity Champion and Disability Confident Leader, welcoming individuals from all walks of life and leading the way with award-winning mental health and well-being strategy.