Major Incident Analyst

Job Description

Company DescriptionNEC Software Solutions is headquartered in the UK and operates around the world.We employ more than 3,000 people in six countries, building software and services to get our customers better outcomes.We traded as Northgate Public Services until 1 July 2021 when we rebranded to align with our owners, NEC. Most of our subsidiary companies did too (APD Communications, i2N, EMIS Care and Charter Systems) but our service design agency still trades asSnook.Weve been part of global tech companyNEC Corporationsince January 2018.Find out more about our business on theCorporate ResponsibilityandPerformancepages.Job DescriptionThe Incident Analyst is responsible for providing Incident & Major Incident support, analytics and reporting following the Incident Management process.The role includes the management and ownership of P1 & P2 Major Incidents for Health and Police customers and NEC internal services. The position requires strong communication skills to lead resolution activities, drive the actions forward, and challengestakeholders to prioritise incident resolution.The role demands that the candidate has excellent business writing and grammatical skills as a large part of the role is to document the Major Incident activities within a business and customer-facing Major Incident Report.The successful candidate will be required to work 7.5-hour shifts with a 1-hour lunch break resulting in 37.5 productive hours per week. Rotational shifts are Monday - Friday starting anywhere from 07:00-15:30 to 10:30 - 19:00 to cover the normal businesshours of 07:00-19:00.The successful candidate will also be part of the on-call rotation to cover Major Incidents outside of normal business hours, resulting in a 1-week in 5 on-call cover.The successful candidate will be responsible for:

• Managing and owning Major Incidents as and when they are reported following the Major Incident process.
• Communicating Major Incident updates to all internal and external stakeholders throughout the Major Incident lifecycle, ensuring the information provided is accurate and well written.
• Organising and leading conference calls and technical bridges with multiple parties during Major Incident activities, driving actions forward to ensure a prompt resolution.
• Organising and leading of Post Incident Review calls post-Major Incident resolution, ensuring the information provided is accurate and well written.
• Completing and distributing Major Incident Reports within expected SLA deadlines, ensuring the report is of a high grammatical standard, and writing skills meet the desired business language level.
• Liaise with the Problem Management Team to ensure all root cause activities are documented and assigned for further investigation and resolution.
• Escalation of any personnel or procedural issues to the appropriate sponsor in a timely and appropriate manner.
• Detailed handover of live Major Incidents to the next responsible Incident Analyst at shift end.
• Champion the adherence to the Major Incident process during live Major Incidents.
• Contributing to and supporting the service improvement programme.
• Support the analysis of incident case flows and volumes working with teams to increase incident handling efficiencies via holistic incident management.

QualificationsEssential

• Required to apply and obtain Security clearance MODSC / NPPV. Application supported by NEC and applicant must have lived in the UK for 5 years before the application date.
• Excellent spelling and grammatical skills
• Experience leading conference calls, documenting and articulating actions clearly
• Ability to make decisions and take ownership
• Ability to work under pressure
• Self-motivated
• Flexibility in approach
• Excellent interpersonal and communication skills
• Knowledge of ITIL functions
• Experience using Service Management toolsets

Desirable

• Qualification in English Language
• Previous business writing and report writing experience
• Previous experience working within an ITIL based Incident Management/Major Incident Management Team
• Experience in other ITIL Service Management processes
• ITIL Foundation Accreditation (v3 or v4)
• Previous working experience within in first/second line IT support
• Advanced knowledge of MS Excel

Additional InformationBENEFITSEmployees of NEC Software Solutions are entitled to the following benefits:Single Private Medical Cover (with the option to select family cover at an additional cost)25 days paid holiday with the option to buy/ sell 5 days during enrolment period4 x basic salary life assurance coverA Group Pension Plan with fantastic employer contributionsA selection of tax efficient flexible benefits to suit your individual needsOTHER INFORMATIONCandidates must be able to demonstrate a pre-existing right to work and travel within the UK. Documentary evidence will be required.All offers are subject to satisfactory vetting and reference checks to include a DBS check as standard.NEC Software Solutions are an equal opportunities employer, welcoming applications from all communities.