Incident Analyst MIM
Incident Analyst MIM
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
Manage the lifecycle of all Major Incidents and function as the single point of contact (SPOC) during endtoend management of all IT priority1 incidents between the resolver groups and the internal/external stakeholders.
- Leveraging technology to issue all communications and providing key stakeholder management
- Leading driving facilitating and chairing all investigation activities meetings and conference calls
- Forming collaborative action plans with specific actions roles and deadlines and ensuring these are completed
- Matrix management of people processes and resources including resolving conflict to move forward to resolution
- Being accountable for resolving the outage via workaround or permanent fix
- Ensuring all administration and reports are maintained and uptodate including contacts information technical diagrams post major incident reviews
- Supporting and nurturing process improvements and knowledge base improvements
- Continually maintaining and developing tools and resources to manage major incidents effectively
- Providing periodic major incident metrics reports
Person Specification
- Excellent listening skills.
- A willingness to problem solve.
- Strong verbal & written communication skills.
- Resilience being able to handle complaints from customers.
- The ability to work as part of a team.
- Be selfdriven & proactive.
Essential
- Good organization skills including the ability to prioritize workload within agreed parameters
- Ability to communicate effectively in writing and verbally adapting style to suit the audience
- Ability to understand and demonstrate commitment to Sutherlands Major Incident Policy and to ensure all activities are consistent with it
Desirable
- Experience in leading projects and motivation of others.
- Excellent coordination skills: managing complex IT technical investigations.
- Excellent ability to organize present moderate management teleconferences in a structured manner.
- High degree of initiative responsibility reliability and proactive action.
Qualifications :
Should have a minimum of 4 years experience with IT Incident management role.
Excellent coordination skills: managing complex IT technical investigations.
Excellent ability to organize present moderate management teleconferences in a structured manner.
High degree of initiative responsibility reliability and proactive action.
Good organization skills including the ability to prioritize workload within agreed parameters
Ability to communicate effectively in writing and verbally adapting style to suit the audience
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
