Skills

Communication Leadership Time Management Stakeholder Management Change Management Decision-making Persuasion

Job Specifications

Company Description

Come join us and make a difference in the world!

Discover more at www.necsws.com

Job Description

The Major Incident Analyst is a varied, challenging and exciting role. This role is responsible for ensuring that Major Incidents are managed effectively to restore normal service operations as quickly as possible while minimising business impact. It will involve working closely with both internal and external stakeholders and is targeted at supporting the delivery of a high-performance and reliable IT capability worldwide.

Working within the Cyber, Service and Technology (CST) division and reporting to the Major Incident Manager, the successful candidate will be responsible for delivering Major Incident Management to NEC and our customers. The Major Incident Team is responsible for minimising the adverse impact of Major Incidents on the business and its customers caused by errors within the IT Infrastructure and applications. The role is wide-ranging and takes ownership of managing Major Incidents within NEC. The successful candidate will have an ability to lead within the context of an individual Major Incident, the ability to work as part of a team, and the confidence to coordinate and drive Incident resolution while under pressure.

The role is responsible for delivering services aligned to the ITIL framework and has a role to play in maintaining compliance with ISO20000. It is a hybrid position based in Hartlepool and requires participation in a 24x7x365(6) on-call rota.

Responsibilities

Act as the single point of contact during Major Incidents.
Ownership, leadership, coordination and support of the collaborative resolution of Major Incidents.
Ensure appropriate technical resources are engaged promptly.
Facilitate bridge calls with technical teams and when required other internal and external stakeholders
Monitor Incident progress and remove obstacles to resolution.
Drive timely service restoration within agreed SLAs.
Escalate incidents appropriately when required.
Provide clear, timely updates to internal and external stakeholders.
Communicate effectively at all levels tailoring style and approach to suit the audience, demonstrating influence and persuasion where needed.
An thorough understanding of ITIL Major Incident Management techniques.
Familiarity with ITSM tools and processes (Incident, Problem, Change, Service Request).
Understanding of service-level agreements (SLAs) and operational-level agreements (OLAs).
Maintain Awareness of best practices for Service Management.
Must remain calm and focused in high-pressure scenarios
Manage time and workload effectively, especially during high-impact events.
Produce Major Incident Reports with required timeframes
Manage stakeholder expectations during high-impact outages.
Maintain communication channels during incidents (emails, messaging platforms, conference calls) during Incidents
Contribute to the continuous improvement of Major Incident Management processes
Collaborate with Problem Management and Change Management teams.
Ensure a full ITIL-aligned end-to-end service is available to stakeholders
Build and maintain relationships with internal and 3rd party organisations as required, such as technical resolver teams.
Work effectively as part of a team, supporting colleagues, sharing knowledge and contributing to a positive, collaborative working environment

Qualifications

Ability to take ownership, lead and remain calm under pressure
Strong communication and stakeholder management skills.
Skilled at managing high-pressure conference bridges with multiple technical teams, keeping discussions focused and productive
Strong situational awareness and the ability to prioritise effectively
Ability to challenge technical teams constructively to drive progress.
Good business writing skills with the ability to summarise technical detail into clear, business-friendly updates for non-technical stakeholders.
Strong organisational and time management abilities.
Decision-making capability in high-impact situations.
Experience using IT Service Management tools
Good working knowledge of infrastructure and application technologies

Essential Qualifications

Must be eligible for NPPVL3 + SC clearance

Desirable

ITIL v4 Foundation
ITIL v4 Intermediate Qualification

Additional Information

Benefits

We pride ourselves in offering an excellent benefits package, including an above average pension scheme. When you join the team at NEC Software Solutions, you are provided with the following:

Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost)
25 days paid holiday with the option to buy/sell (FTE)
4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost)
A Group Pension Plan with fantastic employer contributions up to a maximum of 8.5%
A selection of flexible benefits to suit your individual needs
All colleagues get free access to LinkedIn L

About the Company

We help our customers get better outcomes and transform their businesses. By leveraging our knowledge and experience, we bring innovation and technology efficiency. We work with diverse industry verticals which include publishing, media, financial services, retail , healthcare and technology companies around the world. Our customers range from two-person startups to $bn listed companies. Know more