Major Incident Analyst

at  OneAdvanced

Role Introduction:
Entry level role to manage major incidents for customers, ensuring all necessary communications are carried out, coordinating and aligning all necessary resources to allow timely resolution of major incidents and maintaining customer satisfaction in the execution of our services to resolve major incidents

What You Will Do:

• Facilitate the recovery of simple P1/P2 incidents with appropriate reporting and notifications to key stakeholders
• Gather information on incoming incidents and assess priority
• Create process documentation with direction from Major Incident Managers
• Work with Major Incident Managers to maintain and improve major incident data and reporting for processes owned within ITSM
• Understand and appreciate the impact of major incidents on SLA targets, allowing prioritisation and direction
• Align and deliver targets set out by Executive Management team
• Capture actions for Major Incident Manager and follow up with resolver groups
• Out of Hours Support on a rota basis for incidents outside of core time
• Produce Major Incident Reports.
• Ensure detailed handover into Problem Management Process.
• Perform trend analysis on repeat Major Incidents to identify problems.

What You Will Have:

• Excellent relationship management skills with the ability to build a ‘one team’ mentality
• Excellent written and oral communication skills; calm, polite and professional
• Demonstrable experience of conflict management
• Demonstrable experience of managing customer expectations and priorities
• Service oriented, adaptable and resilient
• Results oriented with personal accountability
• Excellent attention to detail, quality and control
• Analytical thinker with the ability to define and present information (e.g. KPIs and performance metrics)
• Excellent interpersonal skills including listening, building rapport and an awareness of internal and external issues”

What We Do For You:

Wellbeing focused – Our people are our greatest assets, and ensuring everyone feels their best self to come to work is integral

• Annual Leave – 25 days of annual leave, plus public holidays and the ability to buy additional days
• Employee Assistance Programme – Free advice, support, and confidential counselling available 24/7 through Care First
• Endometriosis Friendly Employer - We are proud to confirm our commitment to developing an environment and culture that allows those with endometriosis to thrive in the workplace

Personal Growth - Regardless of where you are at in your career, we’re committed to enabling your growth personally and professionally

• Development Programmes – From Future Managers to Leadership Training, our development programmes help you get where you need to go
• Performance Bonus – Our Group-wide bonus scheme enables you to reap the rewards of your success

Financial wellbeing - We understand as well as your mental wellbeing, your financial wellbeing is really important

• Pension Scheme – Our plan with Scottish Widows offers 5% matched contribution by the company
• Income protection insurance – Providing you with support and assistance when you need it most

Recognition – Highlighting and rewarding the great work our people do

• Values Awards – Our quarterly employee-driven initiative to highlight and reward the people in the organisation who embody our values the most
• Clear Review – Our own technology platform that allows you to get real-time feedback, conversations and goals to help you become your best self

Making a Difference – we provide opportunities to help our people make a difference to the causes they care about

• MatchIt! – Fundraise for a cause close to your heart and Advanced will match part of the funding
• Volunteering Time – Our volunteering leave scheme allows you to use your time to help those who need it
• Pennies from Heaven – donate the pennies from your pay check to help make a difference without lifting a finger

Who We Are:
We are one the UK’s largest tech companies, and our products sit at the heart of some of the country’s best-known businesses. We’ve grown phenomenally quickly with a £275m turnover and 2,800 employees supporting over 25,000 customers. We hire for potential. We want to make sure we have the best people for the job and provide genuinely equal opportunities for our people to thrive. Our recruitment process is designed with inclusion and equity at its core.
Find out more about the next steps once you’ve applied here - careers.oneadvanced.com/how-we-hir