Act as the on-shift Major Incident Manager, working alongside our partner to drive rapid restoration of service.
Make judgement calls on escalation — waking senior leaders, engaging suppliers, invoking service continuity plans.
Own customer, colleague and business impact assessment during incidents, ensuring the right level of response.
Monitoring & Event Management
Ensure monitoring tools and dashboards are actively used and events acted upon promptly.
Identify noise, false positives and monitoring gaps and feed them into continual improvement.
Ensure overnight batch, EOD/SOD processes, replenishment jobs and store opening readiness are monitored and any exceptions handled proactively.
Champion a "detect before customer detects" culture within the shift team.
Supplier & Partner Oversight
Hold suppliers to account for response times, quality of engagement and SLA delivery during the shift.
Escalate supplier performance issues into the daily governance cadence.
Ensure supplier-led incidents are managed to Asda's standards.
Change & Release Oversight
Provide shift oversight of in-flight changes and releases, particularly overnight deployment windows.
Make go / no-go / rollback decisions where changes threaten service stability.
Ensure failed or aborted changes are documented, communicated and handed over cleanly.
Communication & Stakeholder Management
Provide clear, concise and timely communications to leadership, business stakeholders and impacted teams.
Ensure a clean, structured handover to the incoming shift and to daytime leadership.
Continual Improvement
Identify operational pain points, recurring issues and process weaknesses unique to the shift environment.
Feed insights into Problem Management, Change Enablement and Practice Owners.
Contribute to SOPs, runbooks and knowledge articles
Drive shift-level improvements in monitoring, automation and toil reduction.
What You’ll Need
