Incident Management Analyst

**Incident Management Analyst** (Contract)

Duration: 6 Months (Possibility for extension)

Location: Chester/Hybrid (3 days on site)

Rate: A highly competitive Umbrella Day Rate is available for suitable candidates

Position Summary

An exciting opportunity to be a part of the Bank's Global Command Centre team, working as an Incident Management Analyst. Our team is responsible for the availability and performance of the Bank's global technology services, enabling operational excellence by detecting, predicting, and preventing customer and business impacting technology incidents and restoring service as quickly as possible when disruptions do occur.

The Command Centre EMEA Incident Management Analyst will report into the EMEA Incident Management Lead, and primary responsibilities will include overseeing the Bank's incident posture during the EMEA shift, acting to restore major incidents.

Key responsibilities:

• React to Service failure appropriately according to business impact.
• Ability to prioritise multiple high priority incidents at any given time.
• Ensure standard call facilitation and call leadership for all incidents reported. Lead and manage bridge line troubleshooting, engage technical teams, and escalate issues to leadership as needed.
• Coordination of response efforts across technical teams, senior management, and invested stakeholders.
• Clear and effective communication when collaborating with stakeholders and internal teams.
• Experience and confidence in being able to communicate effectively with senior executives.
• Evaluate the use of all communication channels and ensure they are effectively and consistently utilized.
• Compose and provide regular updates on incident status to stakeholders, technical teams, and senior management, including Executive communications.
• Maintain and document accurate status and progress of incident recovery efforts. Ensures all impacts are accurately recorded and documented in the system of record,
• Maintain detailed records of incidents, including actions taken, outcomes, and lessons learned.
• Ensure compliance with incident management policies and procedures, serving as a focal point for the stakeholder and associate experience, restoring complex production incidents under tight Service Level Agreements.
• Continually review and refine incident management processes to optimize efficiency and effectiveness.

Key Skills & Experience:

• Ability to guide, coordinate and challenge technical and stakeholder teams during incident response.
• Highly developed relationship management, influencing and leadership skills.
• Technical knowledge: Understanding of IT infrastructure, systems, and network operations.
• Communication: Excellent verbal and written communication to effectively interact with technical teams, management, and stakeholders.
• Decision-making: Ability to make timely decisions in critical situations.
• Organizational:
• Strong time management skills to prioritize tasks and manage multiple incidents simultaneously.
• Exceptional ability to remain calm under pressure.

Candidates will need to show evidence of the above in their CV in order to be considered.

If you feel you have the skills and experience and want to hear more about this role 'apply now' to declare your interest in this opportunity with our client. Your application will be observed by our dedicated team.

We will respond to all successful applicants ASAP however, please be advised that we will always look to contact you further from this time should we need further applicants or if other opportunities arise relevant to your skillset.

Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive.

As part of our standard hiring process to manage risk, please note background screening checks will be conducted on all hires before commencing employment.