Consultant Specialist

Job Description

Roles and Responsibilities: Incident Scenario Planning: Plan for potential incidents and define scenarios that can help mitigate risks. Incident Identification, Analysis, Categorization, and Prioritization: Identify incidents as they arise, categorize them, and prioritize them based on their severity and impact. Incident Documentation: Accurately document all incidents and ensure comprehensive tracking for resolution. Incident Resolution and Escalation: Work toward resolving incidents promptly and escalate them to the appropriate teams when necessary. Problem Tracking: Monitor ongoing issues, ensuring they are tracked and managed throughout their lifecycle. Problem Analysis, Categorization, and Prioritization: Analyze and categorize problems, prioritizing them based on urgency and impact. Problem Documentation: Ensure that problems are thoroughly documented to aid in future reference and troubleshooting. Fast Problem Resolution: Focus on swift resolution of problems, minimizing downtime and impact on business operations. Problem Escalation and Root Cause Analysis: Identify the root cause of recurring issues and escalate them as needed for long-term resolution. Willingness to work a rotational shift pattern starting from 0600 to 2300 hours. Ability to provide out-of-hours support via an on-call rota. Experience Requirements: 6-8 years experience in managing incidents effectively, with the ability to handle high-pressure situations. Knowledge of Site Reliability Engineering (SRE) is an advantage or willingness to achieve SRE accreditation. Excellent relationship management skills, with the ability to communicate clearly with both internal and external stakeholders. Strong written and verbal communication skills. Highly resilient and able to stay calm under pressure. Excellent analysis skills with the ability to organize incident data and identify trends to inform decision-making. Ability to participate confidently in Service Management meetings relating to Incident Management. A drive to become an Incident Management Subject Matter Expert (SME). A proactive, can-do attitude and high self-motivation, with a strong focus on achieving results. Ability to manage and prioritize multiple incidents simultaneously, using sound judgment to assess impact and escalate as necessary.