Incident Manager, Cuckoo
£60k
Broadband provider
Job no longer available
Broadband provider
201-500 employees
Job no longer available
£60k
201-500 employees
Company mission
To become the UK's most recommended way to connect
Role
Who you are
- We’re looking for someone who thrives under pressure, communicates clearly, and focuses on minimizing the impact on our customers and business
What the job involves
- As an IT 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
- In this role, you’ll also be driving continuous improvements in how we handle incidents
- 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
- 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
- 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
Our take
Founded in 2020, Cuckoo aims to improve the reputation of the broadband sector by revolutionising customer service.
The company is bringing in transparency to what it deems a "broken broadband market" and is positioning itself as a disruptor in the sector. Cuckoo has simple pricing, no loyalty tax, and no hidden charges while offering the fastest available speed on the network. It models its position in the market on disruptors in other sectors that successfully challenged larger competitors, such as Octopus Energy and Revolut.
Cuckoo is backed by leading venture capital investors, and is continually developing its products to offer the best broadband services for customers. It has also been voted twice in a row as MoneySavingExpert's top broadband provider for customer service, whilst TrustPilot reviews suggest that it's faring far better than competitors regarding customer service.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
33% female employees
29% employee growth in 12 months
Company
Employee endorsements
Flexible working
"Cuckoo has allowed me to work completely remote, as they were a start-up during COVID they weren't able to have a physical office, however, with the..."
Funding (2 rounds)
Apr 2021
$4.7m
SERIES A
May 2020
$0.6m
SEED
Total funding: $5.3m
Company benefits
- Enhanced Sick Pay
- Enhanced Family Leave
- 30 days holiday PLUS bank holidays
- Salary Sacrifice Pension
- 4x Life Assurance
- Income Protection
- Cycle 2 Work Scheme
- Private Healthcare
- Private Dental Care
- Health Cash Plan
- Discounted Breakdown Cover
- Annual Health Check
- Shopping Discounts
Company values
- We are united - we create unity and belonging, where everyone can be themselves, and together, we work towards our shared vision
- We are Cuckoo - we deliver unforgettable experiences for our people and customers, celebrate each other's achievements, and foster a culture that makes us proud to be Cuckoo
- We are different - we embrace originality, creating a diverse company that loves what it does and delivers something unique for our people, customers, and communities.
Company HQ
Paddington, London, UK
Articles
Leadership
Paul Hellings
(CEO)Diversity, Equity & Inclusion at Cuckoo
Rosie McInerney (Head of Employee Experience )
- 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.
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