SummaryAs a Senior Analyst in Incident Management, you will oversee and manage the entire lifecycle of major incidents, ensuring timely and effective resolution. You will lead and mentor the incident management team, continuously improving processes and ensuring the effectiveness of tools and systems.
Responsibilities- Oversee and manage the entire lifecycle of major incidents, ensuring timely and effective resolution.
- Provide oversight to multiple vendors and business partners.
- Continuously review and improve incident management processes to enhance efficiency and effectiveness.
- Lead and mentor the major incident management team, fostering a collaborative and high-performance environment.
- Oversee the tools and systems used for incident management, ensuring they are effective, up-to-date, and meet organizational requirements.
- Assist with the transition to support coordination, ensuring smooth handovers and effective incident flow.
- Analyze trends to identify and prevent future major incidents, implementing proactive measures to mitigate risks.
- Serve as a backup for Change Management and Problem Management, providing support and ensuring continuity of operations.
- Collaborate with IT leadership, problem management, application support teams, vendors, and managed service providers to ensure seamless incident management and resolution.
Requirements- Proven experience in IT Service Management, with a focus on major incident management.
- Strong leadership and team management skills, with the ability to mentor and develop team members.
- In-depth knowledge of incident management tools and systems, with the ability to evaluate and implement improvements.
- Excellent analytical and problem-solving skills, with the ability to analyze trends and implement proactive measures.
- Strong communication and interpersonal skills, with the ability to collaborate effectively with various stakeholders.
- ITIL certification or equivalent.
- Experience with Change Management and Problem Management processes preferred.
- Familiarity with application support and vendor management preferred.
- Proficiency in using ITSM tools and platforms preferred.
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