Junior Support Analyst

Job Description

Position Purpose 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 Direct 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. Contributing Responsibilities 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. Technical & Behavioral Competencies 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 Specific Qualifications (if required) 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