Major Incident and Escalation Analyst

Overview

AtkinsRéalis 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.

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

Your Role

Roles & Responsibilities

• ITIL v4 Foundation certification
• At least 8- 10 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)
  
  

About You

Qualifications & Skills

• 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.
  
  

Rewards & Benefits

Explore the rewards and benefits that help you thrive – at every stage of your life and your career.

This Includes

• Comprehensive life insurance coverage.
• Premium medical insurance for you and your dependents.
• Generous annual leave balance.
• Flexible and hybrid work solutions.
• Remote work opportunities outside of country.
• Company gratuity scheme.
• Discretionary bonus program.
• Relocation assistance.
• Employee Wellbeing Program: 24/7 access to specialists in finance, legal matters, family care, personal health, fitness, and nutrition.
  
  

Seize every opportunity to sharpen your skills, expand your expertise, and be recognized for the impact you make.

About AtkinsRéalis

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. We're committed to leading our clients across our various end markets to engineer a better future for our planet and its people.

Find out more.