Incident Management Analyst

Summary of the Job

• The Incident Management Analyst is a key role in the successful delivery of a high-quality managed service. The role will be responsible for managing incidents throughout their entire lifecycle irrespective of resolver group.
• This will include proactively examining incident queues to safeguard achievement of contracted service levels, taking remedial action by matrix managing assigned analysts and resolver teams to prevent incidents from breeching KPIs & SLAs.
• A high level of collaboration and communication, both verbally and written with customers and resolver groups is extremely important function of the role. The Incident Management Analyst will be responsible for ensuring that focus is enhanced, and incident resolution is expediting during times of escalation and high priority, high severity incidents.

Key Responsibilities

• Responsible for focus is enhanced, and incident resolution is expediting during times of escalation and high priority, high severity incidents, which include Global, Priority 1, PMC contracted third party resolvers, Client Escalations and Aged Tickets.
• To support the delivery of all contracted services to ensure high levels of performance in 'real time' delivered by all resolver groups e.g., partners, client suppliers and all in-house teams.
• To proactively notify customers of potential issues that may impact service performance providing 'next steps' and regularly updating them periodically, appropriate to the priority and severity, on incident status, verbally, via email and importantly in PMC's ITSM system.
• To work closely with the Service delivery team and act as a point of escalation for incident delivery performance issues and ensure suitable remedial action is taken to resolve issues.
• To provide detailed updates to the ITSM system on progress, to log new incidents (as required), to ensure any changes are recorded, etc.
• To assist with the production of accurate and timely Management Information to demonstrate delivery performance to customer/s and to ensure effective management of performance levels (including partners).
• They will own the generation of the Monthly Service Review PowerPoint Presentations; they will liaise with the SDM to ensure that all changes in trends or observations are understood and captured assisting with Root Cause Analysis and onward communication to customers via the monthly service reviews.
• Periodically attend customer meetings e.g., service reviews, escalation, incident progress, via MS Teams, phone etc. supporting the Service Delivery function.
• Attend the daily, internal, service review 'Stand-up' review meetings, responsible for bringing information to the meetings pertaining to status and progress of incidents that require enhanced levels of focus for achievement of contract SLAs e.g., Global, Priority 1, PMC contracted third party resolvers, Client Escalations and Aged Tickets.
• Identify strategies and opportunities for process and activity improvements, leading to maximization of customer and organizational positive outcomes.
• Create and update standard operating procedures which will help deliver continual service improvements through greater efficiencies and enhanced accuracy and quality deliverables.
• Responsible for liaising with internal technical analysts to gain an understanding of technical issues which will assist with being able to articulate to a customer the issue and proposed resolution.
• Responsible for the creating new and adherence to existing ITSM processes in accordance with PMC service management model based on ITIL best practices.
• Through adoption of analyzing incident trends formulate plans and manage Change with an aim for Incident Reduction, Estate Stabilization and implementation of best practice strategies.
• Periodically deputize for Service Delivery Managers during periods of absence.
• To ensure 'core information' for customers is up-to-date and correct in the ITSM system at all times.
• Responsible for Daily/weekly quality reviews of a defined sample of Incidents to ensure technical staff are following agreed standards and processes, through the use of a scorecard and reporting your findings on a weekly basis to the Head of Service Delivery
• To participate in providing rotational function support during periods of expected workload peaks, e.g., bank holidays, weekends, customer's golden quarter etc. and for unscheduled absences for colleagues.
• Operate during core in-country customer operational hours e.g., UK is 09:00 – 18:00 BST.
• To complete ad hoc duties and tasks allocated through line management chain from time to time

Skills & Aptitude

• Extensive experience working in an IT business handling IT related incidents and managing them to resolution adhering to tight deadlines.
• Experience managing customer escalations taking the emotion out of a situation through delivery of commitments relating to positive actions.
• Excellent management skills and ability to drive resolution of a problem achieving customer satisfaction.
  • High degree of experience working with Microsoft Office, specifically Excel, PowerPoint, and Word.
• A tenacity to drive change within an organization to demonstrate improvements identified as part of a Service Improvement Programme.
• Confidence to matrix management technically skilled analysts to deliver against tight SLAs.
• Ability to set and manage customer expectations during stressful periods whilst a customer is under extreme senior management pressure to rectify business impacting issues.
• Ability to continuously build/rebuild relationships resulting from changing customer contacts.
• Demonstrate experience of effectively managing 3rd party suppliers ensuring that underpinned SLAs are met/exceeded.
• Ability to demonstrate a resilience that enables rapid recovery from difficult situations e.g., less than acceptable delivery of service.
• ITIL foundation will be a requirement for this role.
• ITIL Practitioner in one of the ITIL functions will be an advantage e.g., IT service management service level management, continual service improvement or similar.