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Incident Controller
Avangrid
Coordinate network incident response, allocate resources and manage outage restoration.
7d ago
£32,240 - £40,300
Intermediate (4-7 years), Experienced (8-12 years)
Full Time
United Kingdom, Glasgow
Field
Company Size
7,999 Employees
Service Specialisms
Renewable Energy
Power Generation
Transmission
Distribution
Energy Storage
Engineering
Project Management
Operations & Maintenance
Sector Specialisms
Energy
Renewable Energy
Electricity Transmission
Electricity Distribution
Smart Grids
Grid Infrastructure
Power Generation
Natural Gas Utilities
Role
What you would be doing
system updates
incident reporting
resource allocation
customer support
field coordination
process improvement
- Ensure all systems are updated to required standards and complete reporting associated with operations processes. Ensure all vulnerable customer(s) are supported and managed positively throughout and this information is updated on the incident log. Ensure that all requests and information are followed through and recorded.
- Produce mandatory reports for Electricity Supply Regulation 31 reports.
- Be actively involved in promoting Customer Service, and assisting when necessary to implement Customer Contact Plans and escalation process
- Correctly process PowerOn incidents, ensuring correct staff and contract resources are prioritised and dispatched to achieve supply restorations.
- Recording the use and location of test equipment.
- Liaise with Customer contact staff and Production Team to provide information when required.
- Pass defined work to other departments e.g. shrouding requests, hazard report forms, voltage checks, etc.
- Decide on the best allocation of jobs to optimise the utilisation of field resources and escalate staff surpluses/deficiencies to achieve performance requirements in the most cost-effective manner. Allocation through PowerOn Mobile to be maximised.
- Monitor critical information and coordinate with other members of the incident management team to ensure incidents are prioritised accordingly.
- Liaise with operational staff to make ad-hoc updates to VPB.
- Manage customer phone calls in a professional manner, providing correct safety advice
- Liaise with DCC, Incident Management, Field Staff and customers to ensure customer information is of adequate standard and provided in a timely fashion.
- Work as a team with other Incident Controllers to seek to share workload and resources across zones.
- Be active in the improvement/development and introduction of new processes, procedures, initiatives and new technology
- Monitor work outstanding to ensure jobs are progressed.
- Assist in training of new appointees and support staff.
- Liaise with field staff to continually monitor incident/fault progress for GS and OS compliance and report exceptions.
- Assist field staff with information held in central systems to reduce the time taken to identify and locate supply problems.
What you bring
electrical fundamentals
poweron
umv
incident controller
customer service
nrswa
- Understanding of electrical fundamentals
- Developed communication and influencing skills.
- PC skills – Microsoft Office, UMV, PowerOn Call Taker, PowerOn Mobile.
- Awareness of the requirements and expectations of internal and external customers.
- Positive interactions with internal and External customers
- Awareness of potential health and safety issues associated with restoration and repair activities
- Excellent Telephone skills, manner and grammar.
- Understanding of the design principles of a low voltage electricity distribution network
- Awareness of the direction aims and objectives of Energy Networks, and specifically the electricity distribution process and fault management, restoration procedures.
- Awareness of network management systems.
- Customer service skills
- Knowledge of shift and standby working arrangements.
- Knowledge of Reg 31 reporting criteria.
- Working knowledge of PowerOn (or equivalent) and fault reporting.
- NRSWA as required
- Experience of Incident Controllers role
- Working knowledge of UMV
- Use of UMV, VPB, Netview
- Developed customer service skills and knowledge of customer contact process.
- Working knowledge of Poweron
- IT Systems competences
- Understanding of electrical fundamentals, including voltage, current, impedance
- Telephone skills
- Awareness of Guaranteed standards.
- Understanding of the design principles of a LV electricity distribution network
- Electric Vehicle Schemes – to help you transition to green/clean driving
- Cycle to Work scheme and Public Transport Season Ticket Loans
- Healthcare benefit options including: Dental Insurance, Private Medical Insurance, Health Cash Plan and annual Health Assessments
- Technology Vouchers – save more and spread the cost of your technology purchases
- Plus shopping, leisure, restaurant and gym discounts, and unique employee deals on travel insurance and more
- Life Assurance (4x salary)
- Access to Savesmart financial wellbeing support
- Holiday Purchase – perfect your work/life balance with extra annual leave
- 36 days annual leave
- Share Schemes
Information not given or found
Interview process
Information not given or found
Visa Sponsorship- company will support necessary immigration requirements for non‑citizen applicants.
Information not given or found
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Company
Overview
47 Billion
Assets Under Management
Total value of company assets across all operations.
3.3M+ Customers
Electric & Gas Users
Over 3.3 million customers served across New York and New England.
10.0 GW
Power Generation Capacity
Combined electricity output from owned and operated facilities.
- Born in 2015 from a merger with UIL Holdings, creating a national powerhouse from regional utilities.
- Headquartered in Orange, Connecticut, with operations in 24 U.S. states.
- Its utilities arm manages eight electric and natural gas systems.
- Projects include onshore wind, solar, biomass, thermal plants, and grid upgrades.
- Fully acquired by Iberdrola in late 2024, enhancing investment potential.
- Key ventures include the nation's largest offshore wind project and the Maine Power upgrade.
- Combines local legacy with large-scale clean energy ambition.
- Sustainable: We seek to be a model of inspiration for creating economic, social and environmental value in our communities and we act positively to affect local development, generate employment, and give back to the community.
- Agile: We act efficiently and with passion to drive innovation and continuous improvement at both the local and global level.
- Collaborative: We work together toward a common purpose and mutual benefit while valuing each other and our differences.
By 2030
Carbon Neutrality Target
The company aims to achieve carbon neutrality for Scopes 1 and 2.
9.3 GW
Emissions-Free Capacity
Installed capacity in wind and solar energy.
10 GW
Energy Goal
Target to generate 10 GW of emissions-free energy capacity by 2025.
70%
Emissions Reduction Goal
Aim to reduce emissions intensity by 70% by 2030 compared to 2015 levels.
- One of the country’s cleanest utilities.
- Compliance Leader Verification certification by Ethisphere Institute for third consecutive term.
2024
Forbes Recognition
Recognized as one of Forbes America’s Best Employers for Diversity in the 2024 ranking.
300M Spend
Supplier Diversity Goal
Aim to increase spend with certified diverse suppliers to $300 million by 2025, up from $195 million in 2022.
- DEI strategy focus areas: increasing diverse representation (especially in leadership), promoting equitable growth opportunities, establishing pathways for community and connection.
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