2nd March 2023
Incident and Problem Analyst
Business Analyst
London
£40,000 - £50,000 per annum + annual discretionary bonus
Incident and Problem Analyst
City of London (Hybrid)
£40,000 – £50,000 per annum + annual discretionary bonus
On behalf of a City of London based banking organisation, I am seeking an experienced Incident and Problem Analyst. The role will contribute to the development of effective Incident and Problem Management processes, utilising both ITIL and Agile Principles, and embedding them across the bank’s IT services.
Due to the organisation operating a hybrid work model, you must be within commutable distance of their London offices and willing to be office based 1-2 days per week.
Responsibilities:
Contribute to the management of Major Incidents and Potential Major Incidents affecting the bank’s IT production services which include but are not limited to the following:
- Provide support to the Major Incident Manager (MIM)
- Take ownership and act as MIM when required.
- Collate information to assist in the discovery phase of incidents.
- Gather information and assist with business communications.
- Assist and help co-ordinate Service Desks Analysts during Major Incidents.
- Collaborate with colleagues to analyse information and identify resolving steps.
- Actively demonstrate awareness of the bank’s risk appetite, change processes and governance.
- Take ownership of incident administrative tasks ie logs, statements, reports.
- Pro-actively drive the Problem Management process as required.
- Take ownership of administrative tasks ie create and update PRs.
- Collaborate with teams to identify record and track post incident actions.
- Produce MIM/PM reporting.
- Analyse data to provide trend analysis to identify opportunities to reduce recurring incidents)
- Work closely with Management to make improvements to MIM/PM processes including embedding SLAs and KPIs.
Experience/Skills required:
- Minimum 1 – 3 years’ demonstrable experience in Major Incident Management and Problem Management
- Proven ability to lead cross functional teams on incident resolution
- First class stakeholder management skills
- Previous experience in producing reporting and analysis
- Proven experience of contributing to new process implementation/improvement initiatives
- Experience in producing senior reporting and written communications
- Experience in Managing Incidents affecting a Call Centre environment
- Experience of working within Agile SM processes with a background in ITIL framework
- Experience/understanding of ITSM tools
- ITIL V3 Foundation.
Consultant - Brendan Connolly
Telephone: 0207 392 7512
Email: brendan.connolly@spencer-rose.com
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