Our client is looking for a Major Incident/Change Analyst to join their team on a six month initial contract, working onsite in Wokingham on 24x7 rotational shifts including night shifts (12 hrs, 4 PM GMT onwards), weekends (12 hrs) and bank holidays. This role is Inside IR35.
Your Responsibilities:
1. Major Incident Coordination
* Lead the response to P1/high severity incidents.
* Bring together cross functional technical teams to diagnose and resolve issues.
* Ensure the incident is worked on 24/7 until resolved, if required.
2. Communication & Stakeholder Management
* Send comms (text and email) to all the stakeholders within 15mins - 20mins.
* Provide timely updates to leadership, business owners, and customers.
* Run war rooms/bridge calls.
* Document timeline, progress, risks, and expected resolution times.
3. Root Cause & Post Incident Activities
* Ensure incident reports (RCA/PIR) are created.
* Facilitate deep dive reviews to identify root cause and preventive actions.
* Track follow up actions with respective teams.
4. Process Governance
* Maintain and improve the Major Incident Management (MIM) process.
* Work closely with Problem, Change, and Service Desk teams.
* Monitor SLAs and KPIs (MTTR, number of P1s, etc.).
5. Prevention & Continual Improvements
* Drive initiatives to reduce repeat incidents.
* Analyze incident trends to improve service reliabil...