Junior Support Analyst

This role will require the individual to perform a critical function by being fully accountable and responsible for the IT Major Incident Management function across all CIB2S applications. The position will primarily be single point of contact for business in the event of a Major Incident, as well as a reference point regarding IT Major Incident Management, while interfacing with two other geographical regional centers to provide a true follow the sun coverage for all IT incidents.

This role requires excellent communication skills and ability to build relationships with the various teams across IT and will be required to have a clear and strong understanding of the ITIL incident management process and have hands on experience with major incident and/or crisis management processes. There will be requirements to demonstrate pro-activeness and ensure ownership and accountability of IT incidents within the organization. A good understanding and awareness of interfacing ITIL processes is highly desired.

The individual will be interfacing with senior members of the organization and will therefore be required to deliver precise and concise messages in a timely fashion. The individual needs to be approachable and responsible for handling all reported issues, managing the issues through to resolution as swiftly as possible. Forging good working relationships with the existing geographical service delivery teams will be of high importance for success in this role. Ability to stay calm under pressure is essential for this role.

Responsibilities

Ensure incidents are managed efficiently, economically and effectively by following procedures and processes currently in place

Act as an escalation point of contact for major incidents which are not resolved within the agreed service levels

Managing crisis situations through to resolution with clear verbal and written communications

Perform an unbiased role across all teams, managing communications between teams and making impartial decisions

Co-ordinate various post incident resolution activities including incident reviews and production of business incident reports.

Develop good working relationships with various local and global teams

Liaison with all user communities to meet support and service requirements

Conduct service improvement meetings with various geographical user base locations

Adhere to and respect appropriate departmental procedures processes and practices

Contribute to daily, monthly, Quarterly reporting requirements including key performance & risk Indicators.

Share knowledge and experience with other team members and the wider IT department as appropriate.

Hold process awareness sessions to increase the teams visibility and position within the organization

Contribute and uphold improvements to Major Incident Management process and procedures.

Solid and demonstrable experience within a major incident management discipline, preferably within the financial industry

Clear aptitude for service delivery excellence and producing quality results

Customer focused approach to work

Ability to adapt and remain calm under pressure

Strong decision-making ability

Good communication skills, written and verbal

Self-driven and proactive, sharing best practices and improvement suggestions

Focused on innovation and continuous improvement

A quick learner

A team player

ITIL Foundation is preferred

Knowledge of a wide range of ITIL based processes

Experience preferably in Banking or Financial sector will be an added advantage

Skills Referential

Behavioural Skills: (Please select up to 4 skills)

Communication skills - oral & written

Decision Making

Ability to collaborate / Teamwork

Critical thinking

Transversal Skills: (Please select up to 5 skills)

Ability to understand, explain and support change

Ability to develop and leverage networks

Ability to develop and adapt a process

Education Level:

Bachelor Degree or equivalent

Experience Level

Beginner