Service Operations Analyst – Farnborough

About You:

As an experienced Service Analyst, your skills and experience will include;

• Extensive knowledge of IT Industry from Enterprise perspective
• Stakeholder Engagement experience
• Experience in a service operations environment
• A strong leader who can work in a operational role where achievement of service levels is vital and service must be maintained
• Technical understanding with ability to translate into business impact and prioritise accordingly
• Knowledge of ITIL

About Your Role:

As the Service Operations Analyst, your role will include;

• Govern the problem management activity for all suppliers
• Verify and monitor problem management SLAs & KPIs
• Provide escalation route for failing and poorly trending SLAs & KPIs
• Govern and manage Proactive and Reactive Problems to prevent or remediate failures and delays
• Perform high level analysis of incidents & other data sources to identify areas for focus and potential problem tickets
• Attend Daily, Weekly and Monthly Service Reviews representing Problem Management
• Communicate Problem Management performance to the wider organisation
• Lead detailed SRT calls and actions for high priority problems driving out permanent resolution
• Maintain process documentation and BMS
• Coordinate with Business groups to identify issues that require Proactive problem investigation
• Liaise with the SDM community to ensure updates are communicated on root cause and prevention for major incidents that have impacted service
• Perform Post Incident Reviews on Major Incidents so that lessons can be learned and preventative measures put in place.