Major Incident Analyst

The Incident Analyst is responsible for providing Incident & Major Incident support, analytics and reporting following the Incident Management process.

The role includes the management and ownership of P1 & P2 Major Incidents for a number of Health and Police customers as well as monitoring, reviewing and spot checking of incidents providing feedback and guidance to all teams highlighting case stagnation and inefficiencies with the incident case flow.

The successful candidate will be required to work in rotational shift pattern between 12:30 pm - 12:30 am Monday - Friday. The Major Incident Team are required to cover Major Incidents outside of normal business hours (On-call 24*7 rotational support).

The successful candidate will be responsible for:

• Managing and owning Major Incidents as and when they are reported following the Major Incident process.
• Communicating Major Incident information to all internal and external stakeholders via email & SMS throughout the Major Incident lifecycle.
• Organising and running of conference calls and technical bridges with multiple parties during Major Incident activities.
• Completion of the Major Incident Dashboard tracker throughout the Major Incident lifecycle to allow stakeholders visibility of live Major Incidents as well as accurate data to perform trend analysis upon.
• Organising and running of Post Incident Review calls post-Major Incident resolution.
• Completion and distribution of Major Incident Reports within expected SLA deadlines.
• Completion of any training assigned to you by the set deadline (providing and receiving).
• Escalation of any personnel or procedural issues to the appropriate sponsor in a timely and appropriate manner.
• Detailed handover of live Major Incidents to the next responsible Incident Analyst at shift end.
• Support the analysis of incident case flows volumes working with all teams to increase case handling efficiencies
• Champion the adherence to the Major Incident process during live Major Incidents.
• Contributing to and supporting the service improvement programme.

The Incident Analyst will also be responsible for the following against an assigned account:

• Ensuring the account Incident and Major Incident process and appendix documents are regularly reviewed in accordance with internal NPS Policies.
• Ensuring any ad-hoc updates to process documents and appendix documents including scopes, distribution lists and escalation matrices are completed and maintained.
• Completion and distribution of monthly account level Major Incident reporting within deadline expectations.
• Attendance of any problem conference calls where required.
• Attendance any TCAB & CAB calls when requested.
• Build and maintain an effective communication rapport with the Customer Service Manager of your account.
• Be the first point of contact for questions regarding your account
• Attend the Major Incident weekly team call providing provide weekly updates and stats for your account and own activity.

Excellent Communication Skills required.