Major Incident and Escalation Analyst

We're AtkinsRéalis, a world class Engineering Services and Nuclear organization. We connect people, data and technology to transform the world's infrastructure and energy systems. Together, with our industry partners and clients, and our global team of consultants, designers, engineers and project managers, we can change the world. Created by the integration of long-standing organizations dating back to 1911, we are a world-leading professional services company dedicated to engineering a better future for our planet and its people. We deploy global capabilities locally to our clients and deliver unique end-to-end services across the whole life cycle of an asset including consulting, advisory & environmental services, intelligent networks & cybersecurity, design & engineering, procurement, project & construction management, operations & maintenance, decommissioning and capital. The breadth and depth of our capabilities are delivered to clients in key strategic sectors.

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Our teams take great pride in delivering some of the world's most prestigious projects. This success is driven by our talented people, whose diverse perspectives, expertise, and knowledge set us apart. Join us and you'll be part of our genuinely collaborative environment, where everyone is supported to make the most of their talents and expertise.

When it comes to work-life balance, AtkinsRéalis is a great place to be. So, let's discuss how our flexible and remote working policies can support your priorities. We're passionate about are work while valuing each other equally. So, ask us about some of our recent pledges for Women's Equality and being a 'Disability Confident' and 'Inclusive Employer'.

Background:

AtkinsRealis(ATKINSREALIS) has recently defined the IT Services organisational strategy in support of which IT Services is transforming to revolutionise the way it provides services to the organisation, moving from a BAU focus to a business value-driven organisation. Key concepts include moving to digital products; adopting agile across the organisation; leveraging the Cloud; standardising IT services across all our IT partners; and a focus on support for bids and delivery.

Description of role:

This role will report to the Senior Problem, Major Incident and Quality Manager and have operational responsibility for the Major Incident, high priority incident, escalation and managing P3 incident.

Role requirements:

Essential:

• ITIL v4 Foundation certification
• At least 8 years' experience of ITIL Service Management principles and processes
• Proven experience of managing incidents (within an ITIL aligned enterprise)
• Experience with Service Desk tools; preferably ServiceNow with relevant processes
• Knowledge of Networking, Server, Voice, and Communications Infrastructure
  
  Skilled in core O365 applications
• Awareness of Infrastructure and Technology, sufficient for troubleshooting techniques
  
  Significant infrastructure and technology experience
• Experience of Internet Web Services
  
  Awareness and appreciation of Service Management best practices. Seek opportunities for improvement (CSI)
• Proven experience with communicating with senior SLT and/or stakeholders.
  
  Skilled in influencing others

Desirable:

• ITIL Practitioner/Service Operation certification
• Experience of working in a high-pressure environment
• Experience of working within a multi-cultural environment
• Flexibility for travelling to other offices (globally)

Key deliverables/responsibilities:

• Manage the daily activities of the teams.
• Responsibility for recruitment, training, objective-setting, and performance development reviews for team members
• Create a performance culture throughout the teams.
• Support and maintain Major Incident, high priority incident and escalations processes.
• Support and update the IT Services Knowledgebase and associated processes/controls.
• Ensure robust processes are followed to respond to high severity and major incidents.
• Monitor and measure performance against SLAs and KPIs
• Aim to deliver 100% customer satisfaction and client focus.
• Manage Incidents and Requests according to defined SLAs - ensure 100% adherence to Incident and Request Management Best Practice guidelines.
• Ensure Major Incidents, recommendations and Problems are recorded and managed in line with identified process.
• Act as a liaison for Major Incidents, high priority incidents and escalations between IT Services teams and with our IT partners, the business and senior management
• Organise and chair Major Incident, high priority bridge calls to ensure customer focus and impact reduction (workarounds)
• Document actions with updates for all stakeholders
• Produce post incident review reports.
• Develop, review, and improve processes to maximise efficiency within the teams.
• Provide management information.
• Act as a point of escalation where appropriate
• Drive continuous service improvement.
• Build a strong network of business contacts around the globe.
• Ensure regular engagement with the business and business partners to understand their challenges.
• Initiative-taking monitoring of P3/ multiple times chased incidents
• Maintain the team's monthly shift roaster.
• Create dashboards for Major Incident & Escalation when required.

Additional competencies:

• Enthusiasm and dedication to drive improvement/change.
• Excellent communication skills and customer focus
• Ability to build and maintain good working relationships and interact with all levels of the business and IT Services colleagues.
• Process-orientated with a methodical approach to achieving goals.
• Strong analytical skills
• Flexible approach
• Confident and professional
• Excellent customer services skills
• Excellent people skills including listening, building rapport and an awareness of internal and external issues.
• Excellent written and oral communication skills; calm, polite and professional

Training:

• AtkinsRéalis develops individuals through a portfolio of training and development activities designed to help maximise their abilities and talents. These activities are reviewed with individuals during an annual appraisal process. We actively support staff to achieve corporate membership of relevant institutions.

Additional Information:

• Travel may be required and there may be a requirement to work additional hours to meet business demand.

What We Can Offer You:

• Varied, interesting and meaningful work.
• A hybrid working environment with flexibility and great opportunities.
• Opportunities for training and, as the team grows, career progression or sideways moves.
• An opportunity to work within a large global multi-disciplinary consultancy on a mission to change the ways we approach business as usual.

Why work for AtkinsRéalis?

We at AtkinsRéalis are committed to developing its people both personally and professionally. Our colleagues have the advantage of access to a high ranging training portfolio and development activities designed to help make the best of individual's abilities and talents. We also actively support staff in achieving corporate membership of relevant institutions.

Meeting Your Needs:

To help you get the most out of life in and outside of work, we offer employees 'Total Reward'.

Making sure you're supported is important to us. So, if you identify as having a disability, tell us ahead of your interview, and we'll discuss any adjustments you might need.

Additional Information:

We are an equal opportunity, drug-free employer committed to promoting a diverse and inclusive community - a place where we can all be ourselves, thrive and develop. To help embed inclusion for all, from day one, we offer a range of family friendly, inclusive employment policies, flexible working arrangements and employee networks to support staff from different backgrounds. As an Equal Opportunities Employer, we value applications from all backgrounds, cultures and ability.

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