Incident, Problem and Change Analyst

Role: Incident Problem & Change Analyst

Location: London

Duration: Permanent

Key Essential Skills:

IT service delivery background with strong Major Incident and Problem Management expertise

Good understanding of ITIL processes.

Excellent Communicator, able to articulate at all levels.

Articulate approach to workload management and holding people to account on delivery

Strong stakeholder management

Ability to manage and drive Major Incidents and Problems throughout their entire lifecycle

Excellent knowledge of IT infrastructure systems.

Proficient with creating and producing reports via excel

Ability to enforce and navigate the change control processes

5+ years of working experience in a highly demanding and fast-paced environment

Excellent analytical, presentation and reporting abilities

Key Activities:

• Manage business impacting incidents from start of incident until service restoration.
• Perform Problem Management for all managed incidents.
• Policing the end-to-end Change tickets.
• Working at the client site in London.
• The team covers the hours between 07:00 and 18:00 Monday to Friday onsite.
• There is also an on-call element to the job, covering Incident Management outside of working hours on a rota basis.
• Working very closely with client Run the Bank teams ensuring they adhere to Incident, Problem and Change processes.

Overview:

We are seeking an individual to expand our current team that is hard working, has an enthusiasm to succeed, is a team player and has very good communication skills. The role is based at our client site in central London and is an excellent opportunity for someone to start their career in a Service Management based role. Training will be provided covering the ITIL framework of best practices.

You will be part of a three person IPC team within Service Delivery, providing Incident Management, Problem Management and Change Management to our client.

Key points of the role:

Manage business impacting incidents from outset until service is restored.

Perform Problem management on all the service impacting incidents.

Perform a number of administrative activities around the Change Management process.

There is also an on-call element to the job, once you have been trained, covering Incident Management outside of working hours on a rota basis.

Working very closely with client IT teams ensuring they adhere to Incident, Problem and Change processes.

The team covers the hours between 07:00 and 18:00 Monday to Friday.

Role & Responsibilities:

Incident Management:

• Responsible for the end to end management of major and high impacting issues, ensuring issues are resolved as quickly as possible.
• Manage incidents via conference calls, liaising and coordinating activities with IT support teams until issues is resolved.
• Send regular communications regarding the incident to relevant stakeholders.
• Update incident tickets within the ITSM tool with incident details including; the actual issues, business impact, where known the cause and timeline of events through the incident.
• Escalate incidents to management, being able to articulate details of the incident at all levels.

Problem Management:

• Facilitate Post Incident Review meetings where required, working with the Service Delivery Manager and Run the Bank teams to identify root cause and remedial actions.
• Create problem management tickets within the ITSM tool following an incident or for proactive management of a problem, ensuring the ticket contains all relevant details, remediation activities with due dates for completion.
• Manage the life cycle of Problem tickets and flag any potential issues or due dates being missed.
• With the Service Delivery Manager hold meetings with Run the Bank teams to receive progress updates on remediation actions and update Problem Management ticket.
• Update ITSM tool for known errors.

Change Management:

• Facilitate IT change activities across the banks change and run program.
• Review changes and liaise with Run the Bank teams to ensure the change meets required governance and process is adhered to.
• Chair Change Advisory Board meetings with Run the Bank teams.
• Update the ITSM tool as part of workflow approval for changes.
• Provide change management reports to IT support teams and management.

Professionalism:

• To be an advocate for Thebes Group and to act in accordance with the company’s Code of Conduct at all times;
• Participate and undertake applicable professional, technical and career development training to include attainment of associated qualifications where required.
• Comply with external and internal regulatory and statutory policies, procedures and regulations
• Liaise with relevant and associated areas across the Thebes Group and client sites to ensure our policies are known, understood and drive the appropriate outcomes.
• To undertake any other duties of a similar nature that the company reasonably requests to be performed that are within the expertise and skills of the jobholder.

Outline Thebes Group:

Thebes Group is a leading UK wide IT infrastructure technology consultancy. We are well-known for our extensive talent pool of highly competent IT professionals and exclusive Academy programmes, which provide a great opportunity to undertake technical training in core disciplines. Thebes work with a number of leading vendors, Government, financial institutions and insurance companies including investment banks, brokers and hedge funds. To see our list of core capabilities please click here.

Thebes does IT solutions & services differently from most other IT service providers. As an Assured Outcome Provider (AOP) we have spent fifteen years willingly sharing the client’s risk with them by focusing on outputs (i.e. quality service & solutions and ROI) rather than inputs (i.e. pricelists and headcount). We do this by fitting our skills, solutions & capabilities to needs, augmenting our staff with enthusiastic professionals from our Academy programme and remaining flexible as our clients’ needs change.