Incident & Problem Analyst
Our client is one of leading financial services. They are looking for Incident & Problem Analyst to join the teams in London. Permanent, 3 days in office, salary is up to £100k base + bonus + benefits.
Functions:
- Actively participate as a stakeholder in Major incidents.
- Provide timely and insightful incident updates to a large audience of business and technical partners.
- Manage assigned incidents and problems using ServiceNow and following ITIL principles.
- Lead periodic problem review sessions and incident post-mortems.
- Drive improvements to organizational resiliency using data analytics to identify incident trends and themes.
- Prepare and enhance availability and stability metrics reporting and dashboarding using ServiceNow and Power Bi.
- Participate in periodic CABs to challenge upcoming changes and ensure awareness of potential issues or outages.
- Prepare and enhance team knowledge base documents using SharePoint and Confluence.
- Leverage industry expertise and data-based insights to improve the whole life cycle of services from inception and design through to deployment, operation, and refinement.
- Occasional On call requirement.
Requirements
- Undergraduate degree in Computer Science or a related technical field, or equivalent practical experience.
- At least 5 years experience
- Capital Market experience will be an asset.
- ITIL Certification required.
- Experience with Applications, operating systems and/or networking (TCP/IP, routing, network topologies and hardware, etc.).
- Experience analysing and troubleshooting large-scale distributed systems.
- ITIL-aligned systematic problem-solving approach, coupled with effective communication skills and a sense of ownership and accountability.
- ServiceNow experienced
Skills:
- Extensive investigative and diagnostic skills.
- Advanced technical skills and is able to learn and apply new skills quickly.
- Solid relationship management, communication, and coaching skills.