Major Incident Management Analyst / Service Management Specialist

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 be an experienced 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 until back in the office next year

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 senior 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

• A background in leadership to be able to coordinate high-end technical resources to deliver incident resolution in a critical situation

• 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!

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