Product Incident Coordinator

About The Role As the Core Tech Incident Coordinator, you will serve as the primary point of contact for IT incidents raised to or escalated to the Core Tech Product teams. Your responsibilities include triaging incidents, assigning them to the correct Product team, and liaising with Product Specialists and Product Owners. You will also work with stakeholders to understand the impact of incidents and prioritize them accordingly. Collaboration is key in this role, as you'll work with all Core Tech Product Teams and other support teams to ensure all IT incidents are acknowledged, addressed, and resolved, keeping your customers informed throughout the process. Managing 3rd party incidents will also be part of your responsibilities, requiring you to liaise with supplier managers and other 3rd party relationship owners for ticket management and resolution. Coordination is critical, as you will work with stakeholders to coordinate incident resolutions through upgrades or patches. You'll be expected to create and manage runbooks for live incidents, and document incident processes for future reference. Additionally, you'll play a key role in early life support periods for new features or upgrades. Reporting is another important aspect of the role, where you'll support incident reporting and compile incident statistics, highlighting challenges and recommending solutions. You will also define and support the post-incident review process to ensure continuous improvement in incident management. About You To be successful in this role, you should have the following skills and experiences:

• Self-Motivated and Analytical : You're eager to expand your knowledge and expertise, with a keen eye for detail. You enjoy analyzing data, identifying trends, and highlighting opportunities.
• Strong Communication Skills : You can communicate effectively, both verbally and in writing, with internal and external stakeholders. You're comfortable building effective working relationships at all levels.
• Collaborative and Flexible : You can work independently or as part of a team. You're flexible and adaptable, willing to undertake other ad hoc duties as required.
• Organized and Efficient : You can prioritize tasks, manage multiple demands, and ensure accuracy in Core Tech support activities.
• Problem Solver : You are curious and questioning, always seeking solutions to improve processes and incident management.

Minimum criteria:

• Strong customer service orientation with excellent stakeholder management skills.
• Strong attention to detail, with the ability to manage time and multiple priorities effectively.
• Ability to work in a fast-paced environment and manage conflicting demands.

About The Company We are a unique organization that combines a strong sense of purpose with a commercial edge to provide worry-free mobility solutions to over 700,000 customers and their families across the UK. We offer a wide range of vehicles for lease, including cars, wheelchair-accessible vehicles, scooters, and powered wheelchairs, with insurance, maintenance, and breakdown assistance included. We're the largest car fleet operator in the UK, purchasing around 10% of all new cars sold in the UK. Our customer service has earned us an independently verified satisfaction rating of 9.8 out of 10. Our values are central to everything we do:

• We find solutions
• We drive change
• We care

We embrace hybrid working, allowing flexibility to work on-site and remotely within the UK. This hybrid approach helps achieve a good work/life balance for our colleagues, facilitating connection, collaboration, and flexibility. As part of our team, you can expect a competitive reward package, including:

• An annual discretionary bonus
• A 15% non-contributory pension (9% during the probation period)
• 28 days of annual leave with an option to purchase or sell days
• Funded Private Medical Insurance
• Life assurance at 4 times your basic salary
• Employee Discount Scheme with a mobile app
• Electric/Hybrid Car Salary Sacrifice Scheme and Cycle to Work Scheme
• Funded health screening for those over 50
• Voluntary benefits, including charitable giving, critical illness insurance, dental insurance, health and cancer screenings, and discounted gym memberships

We value diversity and encourage people from all backgrounds to apply. We strive to build a culture that nurtures and rewards employees equally, regardless of race, nationality, sexual orientation, age, disability, or gender. Our offices offer first-rate disability access, and we aim to accommodate part-time and flexible working requests wherever possible, fostering a culture of trust, empowerment, and flexibility.