The Incident and Problem Management Analyst will be the first point of contact for providing technical support to the accounts designated users. Activities require a competent aptitude for working with applications / computer systems / handheld devices and to undertake analysis, diagnosis and resolution of issues which may range from straightforward to more complicated technical issues to their desired resolution.
Key responsibilities
* Act as a point of contact for all Incidents and Problem Records
* Monitor the incidents to ensure that the Service Level Agreement 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 on other ITSM and SIAM processes and help if required
* Coordinate with other SIAM, ITSM and Business teams
* Working knowledge and Safe and Agile DevOps methodology
* Act as a point of contact for all Incidents and Problem Records
* Monitor the incidents to ensure that the Service Level Agreement 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
* Deliver & 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
* Attend Customer meetings, review SLA performance, take part in new projects and represent the Service management viewpoint & input.
* Good Interpersonal Skills, People management Skills, Planning and organizing deliverables and Leadership acumen.
* Owning delivery to ensure the BAU deliverables are met with required Turn Around Time with required Quality
* Good Interpersonal Skills, People management Skills, Planning and organizing deliverables and Leadership acumen.
* 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, to 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 Postmortem report to IT management; ensure Problem actions are completed in a timely manner.
* Customer Interface: delivering & managing high standard communications across Customers and IT to ensure that Problems are dealt with by priority and customer needs, providing regular communications to Customers across the organisation.
* Co-ordinate with Service Desk and Incident coordinator in the identification of priority 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 Major Incidents.
* Hold regular meetings with IT support groups to review recurring Problems and press for final resolutions – or elevate; produce 'Escalation Reports' on recurring issues and issues not being resolved.
* 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.
Key Skills/Knowledge
* Must be ITIL certified or demonstrate strong knowledge – Essential.
* Responsible to meet Process SLAs and KPIs – Essential.
* Possess 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
Flexibility
* Available to support on-call outside of business hours
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