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Incident and Problem Manager

  • London
  • Technology
  • Full time
  • R-0002461

Description

We’re Dojo

Since launching Dojo in 2019 to address business owners’ pain points across the UK, we’ve seen incredible growth as a scaling fintech, welcoming over 60,000 new customers and growing the Dojo team to 900+ people across five locations. In that time, we’ve also introduced Dojo Virtual Queues & Bookings and the Dojo restaurant finder app, formerly known as WalkUp and loved by 600 restaurants and 600,000 diners across the UK. Find out more about the journey we’ve been on here

Today, we work towards our mission to empower businesses to thrive in the Experience Economy by creating the tools and technology that turn transactions into meaningful relationships. For our business customers, that means fast funding, the fastest payments, smart integrations, and efficient virtual queues & bookings - all with instant insight across the board. For over 600,000 diners across the UK, that means getting seated at their favourite restaurants in just a couple of taps on the Dojo app. Whether it’s for busy business owners or hungry diners, every Dojo product is built to address real customer pain points by our dedicated teams in London, Bristol, Hull and Belfast. 

The Role

The IT Operations function is looking for an Incident Manager who is responsible for driving complexmulti-service outages to resolution in a timely and effective manner through coordination of internal service teams and key stakeholders. This requires composure under pressure, broad technical, analytical and problem-solving expertise, ability to confidently collaborate with varied partners, and great written and spoken communication.We are recruiting an experienced individual who can help create a culture based on a growth mindset and customer obsession. As well as personally driving incidents to swift resolution, you will be responsible for recruiting excellent talent, helping them grow in career and strengthening our Incident Management function through hyper effective team work. Participation in the evolution of the Incident Management discipline across Dojo will also be a key expectation. Your work in this rolewill use cutting edge technologies and industry concepts to directly prevent minutes of downtime for customers.

What you will do…

  • Act as our front line on-call active responder, coordinating and managing incident resolution with speed, cross-functional collaboration, and accuracy, partnering with a broad set of stakeholders.

  • Participate in building a world class Incident Management function

  • Be passionate about being customer focused.

  • Recruit, mentor and develop excellent team members.

  • Drive continuous swift momentum towards mitigation, asking leading technical questions, offering suggestions around troubleshooting direction

  • Provide excellent incident communication to stakeholders

  • Identify opportunities and take ownership for automation and/or continuous improvement ofIncident Management process and best practices

  • Lead in Post Incident Review and Problem Management meetings with key stakeholders andservice owners to review events and opportunities for ongoing improvement

  • Work within a shift rota, covering local day-time hours, including holidays and weekends, on a rotational basis. This will eventually lead to a 24x7 team.

  • Formulate strategy and deliver on communications to both internal stakeholders and Dojo’s users.

  • Manage programs and projects, in collaboration with engineering and operations teams, focused on improvements to process, metrics, and framework.

What you will bring…

  • Enjoy a fast paced work environment, crafting strategic and rapid fixes to high intensity problems.

  • Have a keen eye for detail and a high bar for quality.

  • Must be technically literate and be able to articulate technical issues in a meaningful way to both engineers and executive level management

  • The ability to communicate confidently and clearly on conference calls, in meetings and via email, at all levels of the organization is essential

  • Crisis management skills: able to set priorities, pursue multiple threads at the same time, accurately reflect current state and drive towards desired state

  • Ability to maintain calm during stressful situations; demonstrated leadership skills under fast-paced, highly dynamic situations

  • Strong design, scripting, problem solving and debugging skills

  • Strong collaboration skills: working across teams and organizations is necessary to be successful

  • Experience managing complex projects spanning multiple teams and organizations

Our values

At Dojo, we’re curious . We have an insatiable desire to learn and innovate. And we’re relentless . We persevere even when it’s easier not to. But, we’re nothing without our customers, who drive everything we do. From day one, Dojo was built on real customer pain points and every one of us is customer-obsessed

Creating a more diverse, equitable and inclusive Dojo

Dojo’s 60,000+ customers reflect the diversity of the UK High Street. Building diverse teams that are representative of that to develop and deliver our business strategy is fundamental to continuing to create innovative products at Dojo. As a result, together, we achieve better outcomes for our customers and for Dojo. 

Regardless of age, disability, race, gender, religion, sexual orientation, culture, educational background, parental status, neurodiversity or disability - whoever you are, if you’re passionate about your work, curious, relentless and customer-obsessed, we want to hear from you.

We pride ourselves on fostering a sense of community, which is only made stronger by each individual at Dojo, so you'll have the opportunity to meet a variety of people across levels, teams, and experiences throughout the interview process. 

Find out more about our benefits and what it’s like to work at Dojo at https://www.dojo.careers

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