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Incident Analyst (Telecoms)

Job Title: Incident Analyst (Telecoms)
Contract Type: Contract
Location: Reading, Berkshire
Industry:
Salary: Daily Rate
Start Date: ASAP
Duration: 6 months
REF: LS/Incident/C_1530619422
Contact Name: Leanne Summers
Contact Email: leanne.summers@projectpeople.com
Job Published: 5 months ago

Job Description

Incident Analyst (Telecoms) - Contract - Reading, Berkshire.

A leading mobile telecoms company is searching for an Incident Analyst to join their team in Reading, Berkshire on a contract basis.

Role:

  • 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.
  • 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.

Skills and Experience Required:

  • Strong incident management and escalation management experience.
  • Demonstrable experience in a Customer Centric Service Operations role.
  • 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.
  • Ideally previous telecoms experience.

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