IT Major Incident Analyst - 24/7

Hays Specialist Recruitment Limited ,
London, Greater London
More Details
Salary: £25 per hour

Overview

IT Major Incident Analyst - 24/7 - 6 months - London THIS POSITION IS INSIDE IR35 Your new company One of the largest Public Transport Organisations in the UK Your new role Major Incident Analyst - 24/7 What you'll need to succeed This is an exciting opportunity for a skilled and highly motivated Major Incident Analyst to join the dynamic and fast paced Operations Centre Agent team responsible for the speedy resolution of all IT based major incidents across the entire estate. Supporting a user base of circa thirty thousand 24/7x365 the agent will also be responsible managing any escalations made to the service desk. The role is to support an existing team within the delivery of the current workload and to ensure future workload is managed. Essential: Experience in Major Incident Management Manage/raise incident and service request escalations Suitable service desk tools such as Remedy/ServiceNow Able to clearly communicate technical & system issues to a broad audience Desired: ITIL Demonstrable ability in the application of Service Desk principles to a range of technologies, platforms and services Additional job details below: The Major Incident Management Agent will monitor and manage relevant Services and Suppliers 24 hours per day, 365 days per year. The agents will monitor and manage all incident and service request escalations raised. They will carry out major incident management activities as per the major incident management process; to restore Services as quickly as possible ensuring that all key stakeholders are kept fully informed. Shifts on site: 5 days at 8h 4 days at 10h The role performs first call fix incident management activities (involving initial triage and low level technical fixes which can be carried out at point of call) where necessary the agent will assign to the appropriate resolving team (be that internal, supplier or business owner) and shall manage the incident until its restoration. If relevant, they are responsible for raising problem records if a workaround can be applied. Key Accountabilities To manage all major incidents end to end; including the initial triage, validation and incident closure. Issuing regular communications during the life cycle of all major incidents. To arrange relevant technical and management bridges as required, ensure all stakeholders are kept informed via business communications or estate wide/targeted service alerts. Active management of internal resolving teams and external suppliers to ensure service is restored as quickly as possible with minimal business impact. Tasks resolver groups to carry out root cause analysis and any service improvement activities identified during the lifecycle of the incident. To provide single point of contact for all escalated incidents 24/7x365 and to manage them to resolution. Responsible for identifying and applying planned and unplanned service disruption setting across the revenue collection system and where necessary processing customer refunds. What you'll get in return This is a fantastic role for a Major Incident Analyst to join a fast-paced environment and to support across essential business needs What you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career. Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk

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