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Incident Analyst

Job Title: Incident Analyst
Contract Type: Contract
Location: Reading, Berkshire
Industry:
Salary: Negotiable
Start Date: 6 months
REF: IA- RS_1531927355
Contact Name: Racquel Smith
Contact Email: Racquel.Smith@projectpeople.com
Job Published: about 1 month ago

Job Description

Key Duties

  • Ensure that incidents are managed according to SLA's and KPI's
  • Triage contacts to support teams and escalate tickets as necessary
  • Identify areas for continuous service improvement.
  • Ensure that practises and processes exist and where possible are formalised and repeatable
  • Ensure communication delivered to users/shareholders is accurate, appropriate and high quality.
  • Plays a key role in supporting and developing the use of new BMC remedy toolset.

The activities that deliver this are:

  • Interpret and analyse multiple data sources to produce solutions
  • Track and communicate resolution status and next steps
  • IPCM and BMC Remedy incident reporting extracting reports
  • Drive incidents to resolution either independently or in conjunction with
  • Responsible for escalating with suppliers to deliver shared outcomes in line with SLA's
  • Responsible for identifying risks to management.
  • Responsible for maintaining supplier and shareholder relationships in the areas they work on where appropriate
  • Analyse shareholder and supplier data

Requirements

  • Demonstrable experience in a Customer Centric Service Operations role
  • Incident management and escalation management experience
  • Ability to work in a pressurised environment
  • Confident communicator with excellent organisational skills
  • Tenacity and perseverance
  • Experience of BMC and IPCM tools
  • Negotiation skills
  • Matrix management experience
  • Adaptable, enthusiastic, flexible and responsible.
  • Writing skills - maintaining accurate documentation of complex documents
  • Ability to work independently as well as being a team player.

Project People is acting as an Employment Business in relation to this vacancy.