Incident and Problem Management Analyst
***SC CLEARED*** 6 Month contract initially + Extensions. Based: Hybrid - 1 day onsite per week in Warrington. Rate: £250 - £300 p/d (via Umbrella company).
Key Responsibilities
* Act as a point of contact for all Incidents and Problem Records
* Monitor incidents to ensure that the Service Level Agreements are respected
* Identify, initiate, schedule, and conduct incident reviews
* Ensure the closure of all resolved and end‑user confirmed Incident records
* Provide guidance to the Incident Process Coordinators
* Set and chair bridge calls on Incidents, as per process
* Possess working knowledge of other ITSM and SIAM processes and help if required
* Coordinate with other SIAM, ITSM and Business teams
* Work with Safe and Agile DevOps methodology
* Deliver and manage high‑standard communications across Customers and IT to ensure that issues are dealt with by priority and customer needs, providing regular communications to Customers across the organisation
* Co‑ordinate with Service Desk and other teams in the identification of Major/High Incidents; manage these Incidents, to ensure that these are diagnosed and escalated to appropriate and consistent quality standards; co‑ordinate Service Desk, IT support staff and Customers to ensure accurate and appropriate communications during these Incidents
* Produce trends analysis of recurring Problems/Incidents – extract trends on Incident types, Customer types, departments, hardware types, etc., as instructed
* Experience with knowledge in SLA measurement, reporting and Major Incident Management
* Owning delivery to ensure the BAU deliverables are met with required Turn‑Around Time with required Quality
* Responsibility for identifying Process Enhancement opportunities, prepare solution, estimation, get customer sign‑off and execution of the projects
* Manage Problems – ensure that these are diagnosed, logged and escalated to appropriate and consistent quality standards; co‑ordinate Service Desk, IT staff and Customers to ensure accurate and appropriate communications during Problems
* Call and chair Problem Review meetings following priority Incidents; issue a written Post‑mortem report to IT management; ensure Problem actions are completed in a timely manner
* Hold regular meetings with IT support groups to review recurring Problems and press for final resolutions – or escape; produce 'Escalation Reports' on recurring issues and issues not being resolved
Key Skills & Experience
* ITIL certified or demonstrate strong knowledge – Essential
* Responsible to meet Process SLAs and KPIs – Essential
* Excellent soft skills, verbal and written communication skills – Essential
* Ability to participate and lead, when needed, project meetings with the customer – Essential
* Demonstrable customer management / service skills / proactivity
* Experience of working within a busy first level service desk environment in Incident and Problem management role
* Very good understanding and awareness of the ITIL Incident management process and procedures
* Sound technical knowledge across the ITSM tools, applications including MS Office, Teams, etc.
* Decision maker with an operational viewpoint
* Available to support on‑call outside of business hours
* Work with onsite & Offshore Team
Due to the nature and urgency of this post, candidates holding or who have held high level security clearance in the past are most welcome to apply. Successful applicants will be required to be security cleared prior to appointment, which can take up to a minimum of 10 weeks.
LA International is a HMG approved ICT Recruitment and Project Solutions Consultancy operating globally. We welcome applications from all sections of the community and from people with diverse experience and backgrounds.
Award‑Winning LA International has won numerous recruitment awards including the Queens Award for Enterprise: International Trade.
Complete this short form & submit your CV and we will do the rest.
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