Incident Response Group Analyst

The Incident Response Group (IRG) is a key team within Service Desk responsible for the incident management and other ITIL processes. The Incident Response Group Analyst delivers improved client experiences by managing the end to end incident management process and identifying and fixing process gaps, with the aim to deliver faster response times and quicker resolutions.
Providing support to Service Desk Analysts and acting as the primary escalation point for incidents that the Service Desk cannot resolve
Performing secondary triage activities to validate incident priority, urgency and business impact
Determining the correct resolution group for all tickets that cannot be resolved by the Service Desk team
Initiating the critical/major incident management processes
Identifying training opportunities and provide upskilling training activities to Service Desk Analysts
Performing ticket data quality checks, escalating and supporting the mitigation of any issues found
Reviewing all open incidents (incident lifecycle management) and identifying additional actions that are needed
Participating in post incident reviews as required
Participating in other ITIL processes, from and end to end perspective, and helping identify potential improvements
Acting as a scribe in critical/major incident management activities
Acting as a Deputy Incident Commander
Qualification

Bachelor’s degree in information technology, engineering, or a related field

Strong ITIL knowledge

Strong background and experience in any role that involves incident management

At least three (3) years’ experience working in IT service management, or other role engaging with the ITIL framework

Experience working with ITSM tools

Good people skills and ability to collaborate with team members

Ability to analyse a high volume of technical data and work in a fast-paced environment

Strong client facing skills

Familiarity with Microsoft products and services; including knowledge of Azure

Familiarity with other cloud services

Excellent organisational skills and the ability to work with limited supervision

Excellent communication, problem solving and analytical skills

Amenable to being on-call

Experience or involvement in project work alongside normal incident manager or critical/major incident manager duties

Knowledge of Office (Excel), including using VBA

Azure/AWS certifications

ITIL qualifications

Interest in latest technologies outside the working environment

Knowledge of the Insurance Industry and Financial Risk software (not mandatory)

About The Financial Services

Financial Services provide data-driven, insight-led solutions in the areas of people, risk and capital. Leveraging the global view and local expertise of our colleagues serving 140 countries and markets, we help you sharpen your strategy, enhance organizational resilience, motivate your workforce and maximize performance.