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

As an Incident Response and Escalation Co-ordinator at Asda, you will be working alongside an Incident Response team of (12 colleagues) and work on co-ordinating Bronze and Silver Tier P1/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 Incident Response Co-ordinator is there to be an escalation point for the Service Desk, specifically coordinating the resolution of highly impacting incidents
• You will report into the Incident Response Team Leader 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
• Supporting all store, home office and distribution centre Bronze and Silver Tier 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
• To provide short term Hypercare for event releases and following Project Go-Live
• Using ServiceNow, conduct proactive analysis to identify any incidents that are passing between support teams without being resolved.

This is a shift based role (between the hours of 07:00 and 20:00) including weekends.

About You

• Ability to follow a clearly defined process under pressure
• Able to multi-task and prioritise workload against tight deadlines
• Previous experience or exposure in dealing with Major Incidents is highly desirable
• ITIL qualification would be welcomed but not essential

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 an Incident Response Co-ordinator you will also get an excellent benefits package including;-

• 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 relating to this Incident Response Co-ordinator position please contact [email protected]