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AtkinsRéalis
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Major Incident and Escalation Analyst

Major Incident and Escalation Analyst

AtkinsRéalis

8 - 13 years

1 - 5 Lacs

bengaluru

Posted:Just now| Platform:

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Skills Required

it services service management engineering services training networking consulting agile troubleshooting operations recruitment

Work Mode

Work from Office

Job Type

Full Time

Job Description

This role will report to the Senior Problem, Major Incident and Quality Manager and have operational responsibility for the Major Incident, high priority incident, escalation and managing P3 incident.

Role requirements:

Essential:

ITIL v4 Foundation certification
At least 8 years experience of ITIL Service Management principles and processes
Proven experience of managing incidents (within an ITIL aligned enterprise)
Experience with Service Desk tools; preferably ServiceNow with relevant processes
Knowledge of Networking, Server, Voice, and Communications Infrastructure
Skilled in core O365 applications
Awareness of Infrastructure and Technology, sufficient for troubleshooting techniques
Significant infrastructure and technology experience
Experience of Internet Web Services
Awareness and appreciation of Service Management best practices. Seek opportunities for improvement (CSI)
Proven experience with communicating with senior SLT and/or stakeholders.
Skilled in influencing others

Desirable:

ITIL Practitioner/Service Operation certification
Experience of working in a high-pressure environment
Experience of working within a multi-cultural environment
Flexibility for travelling to other offices (globally)

Key deliverables/responsibilities:

Manage the daily activities of the teams.
Responsibility for recruitment, training, objective-setting, and performance development reviews for team members
Create a performance culture throughout the teams.
Support and maintain Major Incident, high priority incident and escalations processes.
Support and update the IT Services Knowledgebase and associated processes/controls.
Ensure robust processes are followed to respond to high severity and major incidents.
Monitor and measure performance against SLAs and KPIs
Aim to deliver 100% customer satisfaction and client focus.
Manage Incidents and Requests according to defined SLAs - ensure 100% adherence to Incident and Request Management Best Practice guidelines.
Ensure Major Incidents, recommendations and Problems are recorded and managed in line with identified process.
Act as a liaison for Major Incidents, high priority incidents and escalations between IT Services teams and with our IT partners, the business and senior management
Organise and chair Major Incident, high priority bridge calls to ensure customer focus and impact reduction (workarounds)
Document actions with updates for all stakeholders
Produce post incident review reports.
Develop, review, and improve processes to maximise efficiency within the teams.
Provide management information.
Act as a point of escalation where appropriate
Drive continuous service improvement.
Build a strong network of business contacts around the globe.
Ensure regular engagement with the business and business partners to understand their challenges.
Initiative-taking monitoring of P3/ multiple times chased incidents
Maintain the team s monthly shift roaster.
Create dashboards for Major Incident & Escalation when required.

Additional competencies:

Enthusiasm and dedication to drive improvement/change.
Excellent communication skills and customer focus
Ability to build and maintain good working relationships and interact with all levels of the business and IT Services colleagues.
Process-orientated with a methodical approach to achieving goals.
Strong analytical skills
Flexible approach
Confident and professional
Excellent customer services skills
Excellent people skills including listening, building rapport and an awareness of internal and external issues.
Excellent written and oral communication skills; calm, polite and professional

Training:

AtkinsR alis develops individuals through a portfolio of training and development activities designed to help maximise their abilities and talents. These activities are reviewed with individuals during an annual appraisal process. We actively support staff to achieve corporate membership of relevant institutions.

Travel may be required and there may be a requirement to work additional hours to meet business demand.

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