Job Description The Major Incident Analyst is a varied, challenging and exciting role. This role is responsible for ensuring that Major Incidents are managed effectively to restore normal service operations as quickly as possible while minimising business impact. It will involve working closely with both internal and external stakeholders and is targeted at supporting the delivery of a high-performance and reliable IT capability worldwide. Working within the Cyber, Service and Technology (CST) division and reporting to the Major Incident Manager, the successful candidate will be responsible for delivering Major Incident Management to NEC and our customers. The Major Incident Team is responsible for minimising the adverse impact of Major Incidents on the business and its customers caused by errors within the IT Infrastructure and applications. The role is wide-ranging and takes ownership of managing Major Incidents within NEC. The successful candidate will have an ability to lead within the context of an individual Major Incident, the ability to work as part of a team, and the confidence to coordinate and drive Incident resolution while under pressure. The role is responsible for delivering services aligned to the ITIL framework and has a role to play in maintaining compliance with ISO20000. It is a hybrid position based in Hartlepool and requires participation in a 24x7x365(6) on-call rota. Responsibilities: Act as the single point of contact during Major Incidents. Ownership, leadership, coordination and support of the collaborative resolution of Major Incidents. Ensure appropriate technical resources are engaged promptly. Facilitate bridge calls with technical teams and when required other internal and external stakeholders Monitor Incident progress and remove obstacles to resolution. Drive timely service restoration within agreed SLAs. Escalate incidents appropriately when required. Provide clear, timely updates to internal and external stakeholders. Communicate effectively at all levels tailoring style and approach to suit the audience, demonstrating influence and persuasion where needed. An thorough understanding of ITIL Major Incident Management techniques. Familiarity with ITSM tools and processes (Incident, Problem, Change, Service Request). Understanding of service-level agreements (SLAs) and operational-level agreements (OLAs). Maintain Awareness of best practices for Service Management. Must remain calm and focused in high-pressure scenarios Manage time and workload effectively, especially during high-impact events. Produce Major Incident Reports with required timeframes Manage stakeholder expectations during high-impact outages. Maintain communication channels during incidents (emails, messaging platforms, conference calls) during Incidents Contribute to the continuous improvement of Major Incident Management processes Collaborate with Problem Management and Change Management teams. Ensure a full ITIL-aligned end-to-end service is available to stakeholders Build and maintain relationships with internal and 3rd party organisations as required, such as technical resolver teams. Work effectively as part of a team, supporting colleagues, sharing knowledge and contributing to a positive, collaborative working environment