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Incident, Problem and Risk Manager

RemoteUnited Kingdom, , LondonProduct

Job description

Are you ready for a life and career defining personal & professional challenge?

‘Empowering people to live their passions’

Aaqua is a refreshingly new social experience built around people, purpose and passions.
We bring like-minded people, fans, icons, creators and brands together in communities - blending epic original ~content, ~initiatives and epic physical events - centred around M.A.G.I.C.

(M.usic, A.rts & Entertainment, G.ames, I.nterests and C.ommunity).
Our philosophy is to empower people to live their passions in a safe place, with relevant engagement, genuine transparency and a democratised value system.

Your purpose


Working with the Director of Operations and Reliability Engineering to define and implement a clear, intuitive and successful incident , problem and risk management framework across Technology and within the relevant areas of the business.

Your community


You will be a member of the Technology Operations Team. You will be working closely with your lead Lisa Fisher, Director of Operations and Reliability Engineering and liaising with the relevant areas of the business.

Your focus


Your contribution will include:

  • Working with the Director of Operations and Reliability Engineering to define and implement a clear and intuitive incident, problem and risk management framework across Technology and within the relevant areas of the business
  • Champion incident, problem and risk as part of the ITSM tool implementation
  • Work closely with the business support functions to cement operational process work flows for both incident, problem and risk
  • Responsible for managing P1, P2 business impacting incidents, orchestrating service restoration with Tech Teams and providing accurate and timely stakeholder communications
  • Organising and driving post mortem reviews following P1/P2 incidents ensuring root cause and risks are established and relevant follow up actions are identified and documented
  • Producing and distributing incident and risk reports with clear concise statement of events that can be digested at exec level
  • Follow up on outstanding actions, risks and problem records ensuring they are included in the relevant backlogs and these are prioritised in conjunction with new feature requirements
  • Working alongside the relevant teams within Technology on Production Readiness for major changes and releases
  • Living and breathing Agile Operations through being the enabler for high speed change but with right level of governance

Job requirements

Your journey

Ideally your career journey to date will have given you experience in or exposure to the following:

  • A senior role in the design and or maintenance of incident management/problem/risk management frameworks
  • Key stakeholder with implementing or feeding into ITSM tooling
  • A strong, pragmatic focus on risk management
  • Superb communication and reporting skills
  • A deep understanding of agile operations
  • Managed major service impacting incidents through to resolution in and out of hours
  • Either worked in a large scaled organisation or a high growth company with time and financial critical service offerings
  • Experience in co ordinating and orchestrating war gaming and war rooms
  • Involved in supporting large event or product launches
  • Contribute and validate Business Continuity practices for the Operations team
  • Able to interact and manage expectations from exec and c level suite
  • Build and sustain great working relationships with Technologists and Senior Stakeholders
  • As we are a local to seamless global team to truly connect and collaborate, your business English skills are a must.

What you'll get


Why work with us?


At AAQUA, we are committed to real economic value distribution and this extends to our people. AAQUA is creating a work culture that caters to all your YOU's. Our total rewards package is highly attractive, with generous compensation, options programmes, comprehensive medical coverage and workplace flexibility.

Developing our people is a given and the exposure your will get at AAQUA will see you always evolving, creating opportunities for rapid career advancement. By putting our 'members first' (that includes YOU), you will deliver the unexpected every day. AAQUA's agile focus drives collaboration, ideation and allows you to be your true self, empowers our people and delivers a passionate and fun team.

AAQUA is a diverse and inclusive culture. We want our people to be reflective of our members and commit to a non- discriminatory culture that does not judge by; age, gender, sexual orientation and gender reassignment, race and colour, disability, religion and beliefs, pregnancy and family responsibilities, education level and all of your YOU's.

Humans of AAQUA


United Kingdom, , London


United Kingdom, , London