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IT Service Availability Analyst

Business Role Type
Business Support Role
Business Support Departments
IT
Location
Cardiff
External Closing Date
01/11/2019

This vacancy has now expired, and is not accepting any new applications.

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Job Purpose

As a member of the IT Support team you will be responsible for the management and analysis of incidents, problems and Risk Events. 

You will be tasked with minimising interruptions and major incidents, managing incidents in line with agreed processes, service levels and KPI’s, resulting in the restoration of normal service, quickly efficiently and professionally with minimal impact to customer service. You will facilitate root cause investigations and manage the implementation of corrective and preventative measures.

Main Duties

  • Manage incoming major incidents, analysing them to understand their impact and priority
  • Coordinate fault resolution with technical teams, minimising system downtime
  • Communicate regular major incident updates to stakeholders
  • Facilitate and coordinate technical meetings for major incidents and problem investigations where the root cause is unknown or complex
  • Lead and facilitate post incident reviews, documenting outcomes and actions
  • Analyse incidents to determine whether new incidents are related to existing problem records
  • Perform trend analysis and produce reports to demonstrate where possible repeat incidents are occurring across the organisation
  • Raise and prioritise problem records
  • Manage root cause analysis between technical teams through to resolution
  • Obtain regular updates of ongoing problem investigations
  • Communicate accurate and timely problem updates to stakeholders
  • Measure and report key metrics for the Problem Management process to help drive Service improvements
  • Raise and manage IT Risk Events
  • IT DR Planning and Testing

This is not a full definition of the role but covers the main aspects and drivers for success.

Experience and Qualifications Required

Essential:

  • ITIL qualification or demonstrable experience of ITIL processes
  • Previous experience in a Problem or Incident management role, preferred but not essential.
  • Service oriented, reactive and resilient
  • Ability to adapt to a rapidly changing environment, strong personal initiative and an ability to innovate
  • Excellent communication skills (verbal and written) and an ability to deal with business stakeholders at all levels
  • Excellent analytical and problem-solving skills
  • Accurate and detail-oriented research skills as well as an inquiring mindset
  • Strong influence and persuasion skills
  • Good team player, flexible and able to deliver results with the minimum of supervision

If you would like to be considered for this opportunity, please click “apply now” to complete an online application form.

The Recruitment Officer looking after this role is Kate Williams. If you have any questions about the position, please feel free to drop her an email Kate.WILLIAMS@admiralgroup.co.uk or give her a call on the Recruitment line - 0800 118 1619.

Please note, we are unable to accept CVs via email.

About Admiral:

Our success goes hand-in-hand with having a strong culture where we put our people and customers first. Our philosophy is simple yet effective: people who like what they do, do it better, and this, in turn, means that our customers receive the level of service and products that they deserve. Our culture is honest, open and wholeheartedly focused on four key areas: Communication, Equality, Reward & Recognition, and Fun.

At Admiral, we are proud to be a diverse business where we put our people and customers first. We understand that a good work-life balance is important, and we want you to have an element of freedom to define a working lifestyle that supports this. We are happy to talk about flexible working. Please ask your Recruitment Officer, Kate Williams, for more information.

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