Digital Operations Lead

Job Description

As the Digital Operations Lead, you will act as a first point of contact for critical incidents that occur with the Digital applications and platform. You will work closely with the relevant teams to restore service as quickly as possible, and ensure that root causes are investigated and resolved to prevent re-occurrence.

You will be a key point of contact for Digital within the wider Iberdrola group, meeting with working groups to understand changes that are being made globally and raising awareness of significant changes that could impact the Digital team.

What you'll be doing

• Monitor incident alerts arising from failures on Digital applications and platforms
• Identify the relevant team that is best placed to resolve critical incidents with the aim of resolving them as efficiently as possible
• Communicate details of the incident to the relevant teams, working closely with colleagues in IT, Digital and the Iberdrola group to manage the resolution
• Produce regular operational reporting on service availability, performance, incident trends, major incidents and recovery effectiveness
• Track and report key operational metrics such as MTTR, MTTD, incident backlog, recurring issues and service health indicators
• Establish and maintain SLIs, SLOs and alert thresholds for critical digital journeys and supporting platforms, escalating where service levels fall below agreed targets
• Refine and prioritise the Ops support backlog where the Digital team are responsible for resolution
• Support with identifying root cause of issues (Problem Tickets) to prevent reoccurrence
• Play a role in strategic projects to ensure key operational risks of product launches are communicated to Product Owners
• Attend daily stand-up meetings
• Provide technical support and investigation for customer-impacting issues escalated by Customer Service and other operational channels
• Work closely with the IT and Cyber Resilience teams to ensure Disaster Recovery (DR) plans are kept up to date and periodically tested
• Work closely with the Engineering and Technical Leads to ensure the Operational requirements are delivered during the Software Development Lifecycle (SDLC)

What you'll bring

• Proven experience in a Digital, Service Desk or IT Operations environment
• Experience in managing support teams across application and infrastructure
• Experience of operational reporting and service performance management, including availability, incident and recovery metrics
• Understanding of service reliability concepts such as SLIs, SLOs, alerting, observability and continuous improvement
• JIRA / ServiceNow experience
• Knowledge of Utility Industry processes
• Aware of applications and underlying technical elements
• Good organisational skills and ability to prioritise issues
• High level of communication skills to engage with wide range of stakeholders

Minimum Criteria

• Proven experience within a Digital, Service Desk or IT Operations environment
• Hands-on experience with tools such as ServiceNow, JIRA, reporting (PowerBI or similar), observability (Grafana, Elastic or similar)
• Ability to create meaningful operational reports and communicate insights clearly
• Good understanding of applications and their underlying technical components
• Strong organisational skills with the ability to effectively prioritise tasks and issues
• Excellent communication skills, with the ability to engage stakeholders at all levels

What's in it for you

As well as a competitive salary which is reviewed annually, you can also enjoy a number of other benefits. With our pension scheme, we'll double match your contribution up to a company contribution of 10%.

At ScottishPower, we believe it's the little things we do in life that make a big difference. From helping you look after your family's wellbeing, save for your future and take personal steps for climate action - our benefits are designed to help you do just that - so that you have everything you need to take care of your world - today and tomorrow. That's why our benefits include:

• 36 days annual leave
• Holiday purchase - perfect your work/life balance with extra annual leave
• Share Incentive Plan and Sharesave Scheme
• Payroll giving and charity matched funding
• Technology Vouchers - save more and spread the cost of your technology purposes
• Count us in - pledge to reduce carbon emissions and help fight climate change
• Electric Vehicle Schemes - to help you transition to green/clean driving
• Cycle to Work scheme and public transport season ticket loans
• Options to purchase dental insurance, private medical insurance, health cash plan and annual health assessments
• Life Assurance (4x salary)
• Access to 'nudge' financial wellbeing support
• Plus shopping, leisure, restaurant and gym discounts, and unique employee deals on travel insurance and more

Why ScottishPower

ScottishPower is part of the Iberdrola Group, one of the world's largest integrated utility companies and a world leader in wind energy. With a commitment to generate all of our energy from renewable resources and a drive to create the energy infrastructure of the future, we're at the forefront of the journey to Net Zero and investing over £6m every working day to make this happen. With diverse opportunities across our businesses and a commitment to invest in our own internal talent, ScottishPower can offer people real career opportunities that meet personal and professional goals, in a global organisation.

Inclusion, diversity, and a social purpose are at the heart of everything we do. Together with our values, they bring us together into a stronger, more sustainable business with direct links to the communities we serve. It takes all kinds of people to build a large-scale business like ours, so whatever your background, you'll fit right in.

ScottishPower is committed to providing reasonable support or adjustments in our recruiting processes for candidates with disabilities, long term conditions, mental health conditions, or who are neurodivergent or require pregnancy-related support. If you need support, please reach out to [email protected].

Mobility

Please note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that country. If/when required, the Company will support the employee with the necessary Immigration requirements.