About Us:
At Cuckoo, we put our customers at the heart of everything we do, as we try to make their lives easier and their broadband faster. Because the truth is, we want them to actually feel good about their broadband. That’s why we call it feel-good broadband.
We’ve already topped MoneySavingExpert’s poll for the best customer service (twice) and are well on the way to achieving our overall aim: to become the UK’s most recommended way to connect.
So if you’re as customer obsessed as we are, and want to help change the face of the UK’s broadband industry, we’d love to hear from you.
About this role:
As an Incident Manager at Cuckoo, you’ll be at the heart of managing and resolving critical issues that impact our services. Your role will involve leading cross-functional teams to quickly address and fix incidents, ensuring everything is logged, prioritized, and resolved smoothly.
We’re looking for someone who thrives under pressure, communicates clearly, and focuses on minimizing the impact on our customers and business. In this role, you’ll also be driving continuous improvements in how we handle incidents.
At Cuckoo, we live by our motto: "Fast, fair, feelgood broadband." We’re less focused on strict ITIL guidelines and more interested in your ability to connect with people, manage incidents on a human level, and find solutions that work for everyone. You’ll help us learn from each experience and keep refining our processes to make things better each time.
More about this role:
Incident Response & Management:
* Lead the investigation and resolution of high-priority incidents, ensuring timely resolution with minimal impact on customers and business operations.
* Coordinate with cross-functional teams, including development, testing, operations, and business stakeholders, to ensure swift resolution of issues.
Monitoring & Continuous Improvement:
* Work with the Architecture and Engineering team to develop, refine, and maintain monitoring and alerting that proactively identifies potential issues before they become critical incidents.
* Implement incident management KPIs, such as Average Time to Detect, Average Time to Resolve, and availability metrics, aligning with best practices.
Communication & Stakeholder Management:
* Act as the primary point of contact during incidents, maintaining clear and transparent communication between stakeholders at all levels of the business. This may involve some work outside of usual business hours
* Ensure accurate and timely incident reports, providing real-time updates to relevant teams and leadership.
Service Restoration & Root Cause Analysis:
* Ensure that service restoration efforts are executed in a prioritised manner and coordinate with the necessary teams to minimise downtime.
* Lead post-incident reviews, identifying and registering risks, ensuring actionable improvements are identified, tracked, and implemented.
* Ensure thorough root cause analysis is conducted for all critical incidents, focusing on systemic improvements rather than individual faults
Process Ownership & Optimisation:
* Own and continuously optimise the incident management process, ensuring alignment with the organisation's objectives.
* Collaborate with relevant teams to refine processes for faster, more efficient incident resolution
* Ensure alignment with SLAs and continually improve the incident management lifecycle through automation, documentation, and process refinement.
You should apply if you have:
* Experience in incident management, IT operations, or a related role, ideally in a fast-paced, high-growth environment.
* Strong problem-solving and decision-making skills under pressure.
* A deep understanding of ITIL processes, with certifications in ITIL, DevOps, or related frameworks.
* Excellent communication skills, with the ability to influence and engage at all levels.
* Experience with incident management tools e.g. Managed Engine, Jira
* Familiarity with Agile and DevOps development practices
* Strong analytical skills with a focus on data-driven continuous improvement.
* Strong understanding of risk management, mitigation, and incident response frameworks.
* An awareness of relevant laws and regulations related to incident response and data privacy
Life inside the nest:
* Up to £60,000 Annual Salary
* 4x Life Assurance
* Income Protection
* Salary Sacrifice Pension
* 30 days holiday plus statutory bank holidays
* Enhanced Sick Leave
* Enhanced Family Leave
* Private Healthcare
* Private Dental Care
* Cycle 2 Work Scheme
* Health Cash Plan
* Shopping Discounts
* Discounted Breakdown Cover
Cuckoo's commitment to inclusive hiring:
One of our Cuckoo values is ‘We are different’. And we really mean that. We’re a diverse bunch, with loads of different backgrounds, experiences, skills and perspectives. And all this makes us strong and better as a team. So, if you’ve got something different to bring to our flock - whether you’ve picked up skills in unexpected places, or you approach challenges in a way that others don’t - we’d love you to apply.
Can you see yourself working with us? Apply now!
We want all candidates to have every opportunity to shine and show us your talents, please let us know if there is anything we can do to make sure our assessment process works for you!