Major Incident Analyst

• Effectively handle Major Incidents (MIs) by ensuring that relevant teams are rapidly engaged in the resolution process, managing the technical bridge and group chat, and providing BTS internal and external communications.
• Collaborate with all IT infrastructure and application support teams to guarantee timely resolution of Major Incidents and efficient management of following problem investigations.
• Analysis and reporting on incident trend data to detect and eliminate recurring major incidents.
• Enable accurate metrics and reporting by ensuring that MI and Problem Investigation data are up to date and correct.
• Participate in the weekend on-call rotation.

• Bachelor’s degree in information technology or a related field; or equivalent work experience.
• A minimum of 5 years of related experience.
• A thorough grasp of ITIL Incident Management, Major Incident Management, Problem Management, and Change Management.
• Experience working in a 24/7 workplace; flexibility to work flexible hours and be available on call.
• Experience handling major incidents and conducting root cause investigations to determine remedial and preventative actions.
• Strong attention to detail.
• Capability to successfully manage and execute in high-stress conditions
• Excellent written and verbal communication skills are required, as is the ability to communicate at all levels of the organization.
• Proven ability to manage challenging, complicated, and confusing circumstances in a team or independently.
• Successful candidates must work rotational shifts.
• ITIL Foundation Certification.

Bright Prospect