Incident and Problem Management Analyst

***SC CLEARED***
Incident and Problem Management Analyst
6 Month contract initially + Extensions
Based: Hybrid - 1 day onsite p/w in Warrington
Rate: £250 - £300 p/d - (via Umbrella company)

We have a great opportunity with a world leading organisation where you will be provided with all of the support and development to succeed. A progressive organisation where you can really make a difference. We have a great opportunity for a Incident and Problem Management Analyst to join the team.

Key Responsibilities;
* Act as a point of contact for all Incidents and Problem Records
* Monitor the incidents to ensure that the Service Level Agreement are respected
* Identify, initiate, schedule, and conduct incident reviews
* Ensure the closure of all resolved and end-user confirmed Incident records
* Provide guidance to the Incident Process Coordinators
* Set and Chair bridge calls on Incidents, as per process
* Possess working knowledge on other ITSM and SIAM processes and help if required
* Coordinate with other SIAM, ITSM and Business teams
* Working knowledge and Safe and Agile DevOps methodology
* Act as a point of contact for all Incidents and Problem Records
* Monitor the incidents to ensure that the Service Level Agreement are respected
* Identify, initiate, schedule, and conduct incident reviews
* Ensure the closure of all resolved and end-user confirmed Incident records
* Provide guidance to the Incident Process Coordinators
* Deliver & manage high standard communications across Customers and IT to ensure that Issues are dealt with by priority and customer needs, providing regular communications to Customers across the organisation.
* Co-ordinate with Service Desk and other teams in the identification of Major/ High Incidents; manage these Incidents, to ensure that these are diagnosed and escalated to appropriate and consistent quality standards; co-ordinate Service Desk, IT support staff and Customers to ensure accurate and appropriate communications during these Incidents.
* Produce trends analysis of recurring Problems/Incidents - extract trends on Incident types, Customer types, departments, hardware types etc. as instructed
* Experience with Knowledge in SLA Measurement, Reporting and Major Incident Management
* Owning delivery to ensure the BAU deliverables are met with required Turn Around Time with required Quality
* Responsibility for identifying Process Enhancement opportunities, prepare solution, estimation, get customer sign-off and execution of the projects.
* Manage Problems, to ensure that these are diagnosed, logged and escalated to appropriate and consistent quality standards; co-ordinate Service Desk, IT staff and Customers to ensure accurate and appropriate communications during Problems.
* Call and chair Problem Review meetings following priority Incidents; issue a written Postmortem report to IT management; ensure Problem actions are completed in a timely manner.
* Customer Interface: delivering & managing high standard communications across Customers and IT to ensure that Problems are dealt with by priority and customer needs, providing regular communications to Customers across the organisation.
* Co-ordinate with Service Desk and Incident coordinator in the identification of priority Incidents; manage these Incidents, to ensure that these are diagnosed and escalated to appropriate and consistent quality standards; co-ordinate Service Desk, IT support staff and Customers to ensure accurate and appropriate communications during Major Incidents.
* Hold regular meetings with IT support groups to review recurring Problems and press for final resolutions - or escalate; produce 'Escalation Reports' on recurring issues and issues not being resolved.

Key Skills & Experience:
1. Must be ITIL certified or demonstrate strong knowledge - Essential.
2. Responsible to meet Process SLAs and KPIs - Essential.
3. Possess excellent soft skills, verbal and written communication skills - Essential.
4. Ability to participate and lead, when needed, project meetings with the customer - Essential.
5. Demonstrable customer management / service skills/ proactivity
6. Experience of working within a busy first level service desk environment in Incident and Problem management role
7. Very good understanding and awareness of the ITIL Incident management process and procedures
8. Sound technical knowledge across the ITSM tools, applications including MS Office, Teams, etc.,
9. Decision maker with an operational viewpoint
10. Available to support on-call outside of business hours
11. Work with onsite & Offshore Team

This is an excellent opportunity on a great project of work, If you are looking for your next exciting opportunity, apply now for your CV to reach me directly, we will respond as soon as possible.


LA International is an award-winning partner of choice for many of the world's most influential companies and government organisations. Holding Enhanced Government Security Accreditation, we are recognised as the European market leader in the delivery of Security Cleared talent to organisations that demand the very highest levels of security, compliance and assurance.

A multiple award-winning organisation, having secured the prestigious Queens Award for Enterprise: International Trade over consecutive years. We are committed to fostering an inclusive, equitable and accessible workplace where everyone feels valued and supported. We welcome applications from all individuals, regardless of background or identity, and we encourage candidates who may not meet every listed requirement to still apply. If you require any adjustments or support during the recruitment process, please let us know and we will work with you to ensure a fair and accessible experience.

Please Note: If a high volume of applications is received, only candidates shortlisted will be contacted.