Junior Major Incident & Problem Analyst
Posted 4 hours 4 minutes ago by Thebes IT Solutions Ltd
Role: Junior Major Incident & Problem Analyst
Location: London - (Hybrid)
Duration: Permanent
Key Essential Skills:
- 2+ years experience in a customer-focused, fast-moving IT support or service management environment
- Solid foundation in IT service delivery and understanding of Major Incident and Problem Management processes
- Working knowledge of ITIL practices and terminology
- Strong communication skills, able to explain technical issues to both IT and business stakeholders
- Methodical approach to managing tasks and following up on delivery
- Ability to collaborate well with cross-functional teams
- Confident in managing and participating in major incidents and problem investigations with support from senior staff
- Basic understanding of IT infrastructure and relevant systems
- Comfortable producing reports and handling incident/problem tracking (Excel basics and ITSM tool navigation)
- Strong analytical and organizational skills
Desirable Skills:
- Experience supporting or working with senior stakeholders and learning how to drive process adherence
- Exposure to financial services or regulated sectors
- ITIL or other ITSM certifications in progress or completed
- Experience using ITSM platforms (eg, ServiceNow, Remedy, BMC, Cherwell)
- Interest in professional development and growing knowledge of ITIL/incident management best practices
Overview
We are seeking for Junior Major Incident & Problem Analyst to join our team based in central London. This role requires a proactive, detail-oriented, and communicative professional who can manage and drive Major Incidents and Problem Management across their full life cycle in a fast-paced, high-demand environment
As part of a three-person Incident, Problem, (IPC) team, you will work closely with Run the Bank IT teams, ensuring adherence to ITIL-aligned Incident and Problem Management processes. The role includes on-site support during business hours (07:00 - 18:00, Monday to Friday) and participation in an on-call rota for out-of-hours incident management.
Role & Responsibilities:
Incident Management:
- Responsible for the end to end management of major and high impacting issues, ensuring issues are resolved as quickly as possible.
- Manage incidents via conference calls, liaising and coordinating activities with IT support teams until issues is resolved.
- Send regular communications regarding the incident to relevant stakeholders.
- Update incident tickets within the ITSM tool with incident details including; the actual issues, business impact, where known the cause and timeline of events through the incident.
- Escalate incidents to management, being able to articulate details of the incident at all levels.
Problem Management:
- Facilitate Post Incident Review meetings where required, working with the Service Delivery Manager and Run the Bank teams to identify root cause and remedial actions.
- Create problem management tickets within the ITSM tool following an incident or for proactive management of a problem, ensuring the ticket contains all relevant details, remediation activities with due dates for completion.
- Manage the life cycle of Problem tickets and flag any potential issues or due dates being missed.
- With the Service Delivery Manager hold meetings with Run the Bank teams to receive progress updates on remediation actions and update Problem Management ticket.
- Update ITSM tool for known errors.
Professionalism:
- To be an advocate for Thebes Group and to act in accordance with the company's Code of Conduct at all times;
- Participate and undertake applicable professional, technical and career development training to include attainment of associated qualifications where required.
- Comply with external and internal regulatory and statutory policies, procedures and regulations
- Liaise with relevant and associated areas across the Thebes Group and client sites to ensure our policies are known, understood and drive the appropriate outcomes.
- To undertake any other duties of a similar nature that the company reasonably requests to be performed that are within the expertise and skills of the jobholder.
Outline Thebes Group:
Thebes, a seasoned IT Managed Service provider with a 19-year track record, offers fast, flexible, and value-driven solutions, tailored to propel your organization into the next phase of its IT journey. Our unique Assured Outcome Provider (AOP) methodology prioritizes quality service, industry-leading solutions, and tangible ROI over conventional metrics like headcount and price lists. In our commitment to putting your needs first, we specialize in strategic IT consultancy, efficient project execution, ITaaS management, and staffing augmentation with our network of skilled professionals.
What sets us apart is our proficiency in harnessing cutting-edge AI and Cloud technologies for cost optimization, ensuring that your IT infrastructure not only meets but exceeds expectations. We don't just deliver services; we curate digital solutions that align seamlessly with your business objectives. With a relentless focus on delivering outcomes, we do things for you, not to you, constantly adding value to your operations. Trust Thebes to be your partner in achieving IT excellence, where innovation and efficiency converge for unparalleled success.