• Job Description

  Req#: REF3288Z

  Company Description

  Come join us and make a difference in the world!

  Discover more at www.necsws.com

  Job Description

  The Incident Analyst is responsible for providing Incident & major Incident support, analysis and reporting, following the Incident management process.

  The role includes the management and ownership of P1 & P2 Major Incidents 24*7 for a wide variety of customers, daily monitoring, reviewing and spot-checking of incidents logged/resolved and closed for supported contracts. Providing feedback information to Service Desk and service Management Teams.

  • To run Major Incidents as and when they come as per the Major Incident process.
  • To complete and issue out all MIRs as per SLA.
  • Issue out all ISI’s
  • Run conference calls
  • Accounts will be assigned to each Incident Analyst and they will be responsible for:
    • Ensuring the IM03, MIM03 and appendix documents are reviewed on a 6th monthly and 12 monthly basis.
    • Ensure any adhoc updates to process documents and appendix documents, including distribution and escalation matrix, are completed and updated in all stored locations and communicated to the rest of the team.
    • Ensure that monthly and yearly stats are completed.
    • Ensure that MMIRs are completed and issued out on a monthly basis.
    • Ensure you attend any Problem conference calls where required.
    • Ensure you attend any TCAB & CAB calls when requested.
    • Ensure you work closely with the SD Champ to get a better understanding of your accounts and kept up to date with any changes to the service.
    • Communicate regularly with the CSM of your accounts.
    • Be the first POC for questions regarding your accounts
    • Provide weekly updates and stats for your accounts.
    • Complete monthly Incident & Call Quality checks as per scheduled.
    • Ensure that the SLA Dashboard is updated every morning.
    • Ensure all reports issued out daily and weekly are reviewed and any issues found fed back to the reporting team.
    • Ensure any training assigned to you are completed and the sign off sheet has been completed.
    • Use the correct means of escalation
    • Complete nightly handovers

  Qualifications

  • Excellent interpersonal and communication skills
  • Self-motivated
  • Eligible for UK Security Clearance
  • Ability to influence, shape, and manage change
  • Flexibility in approach
  • Ability to work under pressure
  • Excellent customer-facing and influencing skills
  • Ability to make decisions and take ownership
  • ITIL Foundation Accreditation (Desirable)
  • Experience using incident logging tools
  • Experience in incident management (Desirable)

  Additional Information

  We are proud of the benefits we offer employees of NEC Software Solutions

  • Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost)
  • 25 days paid holiday with the option to buy/ sell
  • 4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost)
  • A Group Pension Plan with fantastic employer contributions up to a maximum of 8.5%
  • A fantastic selection of flexible benefits to suit your individual needs
  • We are an employer who cares, we have a invaluable employee assistance programme which can help in every area of your life
  • All colleagues get free access to LinkedIn Learning. Over 15000 courses covering a huge breadth of subjects. Learn about what you like, when you like, how you like.

  OTHER INFORMATION

  Candidates 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. Depending on the nature of the role a Disclosure Barring Service (DBS) check may also be required.

  NEC Software Solutions is an equal opportunities employer, welcoming applications from all communities.

  Who We Are:

  We’re NEC Software Solutions (part of global tech giant NEC Corporation). While you read this ad, our software is helping to dispatch ambulances, support families, keep trains on the move, locate missing people and even test the hearing of newborn babies.

  Working with us, you’ll be helping our 3,000+ employees push the boundaries of what’s possible and support amazing public services.

  We work with governments, hospitals, police forces, housing providers, local authorities and more. We help them pay financial support faster, speed up treatments for patients and respond to emergencies in the right way. The more we do, the more our customers can do for others. And together, we make a world of difference.

  We’d love your help. And we’ll support you all the way.

• About the company

  Our customers are national governments and international health bodies. They’re also police forces, emergency services, local authorities and housing providers, all working to prevent harm and provide the right support.

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