Incident Analyst - MIM

Manage the lifecycle of all Major Incidents and function as the single point of contact (SPOC) during end-to-end management of all IT priority1 incidents between the resolver groups and the internal/external stakeholders.

• Leveraging technology to issue all communications and providing key stakeholder management
• Leading, driving, facilitating and chairing all investigation activities, meetings, and conference calls
• Forming collaborative action plans with specific actions, roles and deadlines, and ensuring these are completed
• Matrix management of people, processes and resources - including resolving conflict to move forward to resolution
• Being accountable for resolving the outage via workaround or permanent fix
• Ensuring all administration and reports are maintained and up-to-date, including contacts information, technical diagrams, post major incident reviews
• Supporting and nurturing process improvements and knowledge base improvements
• Continually maintaining and developing tools and resources to manage major incidents effectively
• Providing periodic major incident metrics reports

Person Specification

• Excellent listening skills.
• A willingness to problem solve.
• Strong verbal & written communication skills.
• Resilience - being able to handle complaints from customers.
• The ability to work as part of a team.
• Be self-driven & pro-active.

Essential

• Good organization skills including the ability to prioritize workload within agreed parameters
• Ability to communicate effectively in writing and verbally, adapting style to suit the audience
• Ability to understand and demonstrate commitment to Sutherland s Major Incident Policy and to ensure all activities are consistent with it

Desirable

• Experience in leading projects and motivation of others.
• Excellent coordination skills: managing complex IT technical investigations.
• Excellent ability to organize, present, moderate management teleconferences in a structured manner.
• High degree of initiative, responsibility, reliability and proactive action.