Major Incident Analyst/ Service Management Specialist

We have a fantastic opportunity for a Major Incident Management Analyst / Service Management Specialist to join large blue chip organisation based in Peterborough. You will be an experienced Major Incident Management Analyst / Service Management Specialist looking for you next exciting challenge with a passion for solving serious incidents is an effective way. N.B role will be working from home initially until back in the office next year Main Overview: Ownership and management of major incidents in line with the defined procedures, including (where necessary) coordination of bridge calls between multiple external and internal technical partners Provide support and education for internal teams (Service Desk and NOC) to ensure effective handling of the incident throughout its lifecycle Deliver concise and factual communication and status updates to all levels of internal and external stakeholder Thorough analysis and trending of major incidents, identify any areas of difficulty or areas for improvement which result in a quality service to the customer Produce monthly analytical and performance reports for internal and external stakeholders Member of an Out of Hours On-Call rota to react to Major Incident situations and enable an appropriate communications mechanism to impacted business lines Identifying and escalating IT security concerns to ensure they are mitigated by suppliers or addressed by our internal security team Ensure effective interaction with Change and Problem teams to maintain alignment of functions Conduct periodic MIM process reviews to maintain or exceed industry standards and as a means of continually improving the quality of the service Be the Major Incident subject matter expert Be the driving force to mitigate major incident impact via workarounds and solutions Knowledge and experience of the Major Incident Analyst: Essential: Evidence of experience in a similar role or as a senior member of a team/department responsible for delivering incident management to a customer entity Able to demonstrate working within an ITIL framework and achieved at least ITIL Foundation accreditation A background in leadership to be able to coordinate high-end technical resources to deliver incident resolution in a critical situation Proven understanding of Service Management Methodologies, toolsets and best practices to support the end to end major incident process Effective written and verbal communication skills Ability to document and report on Major Incident activity from performance statistics to operational guides and processes Innovative and proactive thinking with constant focus on service quality and improvements. Confidence to propose and implement initiatives which deliver business benefit Demonstrable ability to work as a member of a team delivering other ITIL related services Desirable: A keen interest in IT Service Management as a career path A solid understanding of related processes - Problem, Change etc Personable attributes of the Major Incident Analyst: Excellent organisational, analytical and problem solving skills Self-Motivated and proactive with attention to detail and respect for deadlines Show confidence and assertiveness in chairing Major Incident conference calls with both internal and external audiences Excellent communication and interpersonal skills to support conversations with customers and senior management in a meeting or on a one-to-one basis Ability to handle high pressure situations whilst multi-tasking If you have the outlined skills and experience please apply now "In applying for this position, you consent to your personal data being shared with the specified employer and for your details to remain with GTS for as long as is necessary to process your application. See our Privacy Notice for full information Global Technology Solutions is acting as an Employment Business in relation to this vacancy This job was originally posted as

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