Incident Response Specialist

London (Greater)
24 Dec 2020
24 Jan 2021
Full Time
Contract Type

Discovery is excited to be recruiting an Incident ResponseSpecialist. The successful candidate will be supporting the Incident management lead in driving global best in class pro-active and reactive incident management. The role sits within our multi-brand Digital team, this is an International project and will include the opportunity to work on the Olympics - we have exclusive rights across Europe through 2024!  

The Incident Response specialist will be responsible for maintaining high levels of support for customers that are experiencing technical difficulties. Communicating with multiple key stakeholders, including senior management. Identifying and reporting trends and creating a plan to proactively address and resolve issues before they occur. 


Candidate profile

Minimum of 2 years’ experience in incident management desired but not essential, ideally in a digital environment
Previous experience with call centres, desirable but not essential 
Ability to see things from a “bird eye view”
Fluent in English – any additional language would be beneficial

Knowledge of CRM tools - Zendesk would be advantageous but not necessary

Knowledge in ticketing systems such as Jira or pager Duty would be a great advantage

Ability to address areas of underperformance with a structured plan

Demonstrated project management skills

Ability to work with a team in a fast-past environment

Experience in being a support function in a global operation

Excited and motivated by change, multi-tasking and fast paced environment

Confident in your expertise, and prepared to be heard in a way that positively influences others

Strong analytical skills, decision making, and prioritization

Available for regular travelling

Key responsibilities for this role

Maintaining internal knowledge base

Send out regular updates on incident management trend analysis to key stakeholders

Proactive in looking into queues, to anticipate problems before they’ve happened

First point of contact for internal stakeholders, organizing incident tickets, managing handling times + responses

Investigate individual technical cases and providing guidance and insight to third-party agency

This person will recognize and communicate areas of underperformance in incident management with a proactive plan on how to address

Create and present ways of maximizing processes in a multi-brand environment

Manage data privacy requests

Contribute towards training and development of content and creation.

Creating and maintaining device lab and training material surrounding

Creating incident management customer journeys for supported devices


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