Major Incident Management Analyst/ Service Management Analyst

Job Ref No

js 3708


up to £170 per day

Start Date






We have a fantastic opportunity for a Major Incident Management Analyst / Service Management Specialist to join large blue chip organisation based in Peterborough.


You will have at least one years experience as a Major Incident Management Analyst / Service Management Specialist looking for you next exciting challenge with a passion for solving serious incidents is an effective way.

N.B role will be working from home initially but you will be required to attend the Peterborough offices a few days a week when covid restrictions are lifted.

Main Overview:

• Ownership and management of major incidents in line with the defined procedures, including (where necessary) coordination of bridge calls between multiple external and internal technical partners


• Provide support and education for internal teams (Service Desk and NOC) to ensure effective handling of the incident throughout its lifecycle


• Deliver concise and factual communication and status updates to all levels of internal and external stakeholder


• Thorough analysis and trending of major incidents, identify any areas of difficulty or areas for improvement which result in a quality service to the customer


• Produce monthly analytical and performance reports for internal and external stakeholders


• Member of an Out of Hours On-Call rota to react to Major Incident situations and enable an appropriate communications mechanism to impacted business lines


• Identifying and escalating IT security concerns to ensure they are mitigated by suppliers or addressed by our internal security team


• Ensure effective interaction with Change and Problem teams to maintain alignment of functions


• Conduct periodic MIM process reviews to maintain or exceed industry standards and as a means of continually improving the quality of the service


• Be the Major Incident subject matter expert


• Be the driving force to mitigate major incident impact via workarounds and solutions



Knowledge and experience of the Major Incident Analyst:




• Evidence of experience in a similar role or as a member of a team/department responsible for delivering incident management to a customer entity

• Able to demonstrate working within an ITIL framework and achieved at least ITIL Foundation accreditation

• Proven understanding of Service Management Methodologies, toolsets and best practices to support the end to end major incident process


• Effective written and verbal communication skills


• Ability to document and report on Major Incident activity from performance statistics to operational guides and processes


• Innovative and proactive thinking with constant focus on service quality and improvements. Confidence to propose and implement initiatives which deliver business benefit


• Demonstrable ability to work as a member of a team delivering other ITIL related services




• A keen interest in IT Service Management as a career path


• A solid understanding of related processes – Problem, Change etc



Personable attributes of the Major Incident Analyst:

• Excellent organisational, analytical and problem solving skills


• Self-Motivated and proactive with attention to detail and respect for deadlines


• Show confidence and assertiveness in chairing Major Incident conference calls with both internal and external audiences


• Excellent communication and interpersonal skills to support conversations with customers and senior management in a meeting or on a one-to-one basis


• Ability to handle high pressure situations whilst multi-tasking


If you have the outlined skills and experience please apply now!
n.b this role is initially a contract position but will lead to a permanent position in the future.

Back to Jobs