IT Incident Analyst

The Role

Would you like a role which enables you to identify and resolve repeat issues to ensure BAE Systems'' employees receive an efficient IT service?

You will be responsible for governing all problem management delivery, including Command Centre performance, to ensure Problem Management Service Levels and Key Performance Indicators are met.

You will be ensuring both proactive and reactive problems are raised, route cause identified, and process, tooling and technology fixes are successfully implemented.

Role Responsibilities:

Not limited to...

• Govern the problem management activity for all suppliers
• Verify and monitor problem management SLAs & KPIs
• Provide escalation route for failing and poorly trending SLAs & KPIs
• Govern and manage Proactive and Reactive Problems to prevent or remediate failures and delays
• Perform high level analysis of incidents & other data sources to identify areas for focus and potential problem tickets
• Attend Daily, Weekly and Monthly Service Reviews representing Problem Management
• Communicate Problem Management performance to the wider organisation
• Lead detailed SRT calls and actions for high priority problems driving out permanent resolution
• Maintain process documentation and BMS
• Coordinate with Business groups to identify issues that require Proactive problem investigation
• Liaise with the SDM community to ensure updates are communicated on root cause and prevention for major incidents that have impacted service

What are BAE Systems looking for from you?

Essential:

• Extensive knowledge of IT Industry from Enterprise perspective
• Stakeholder Engagement experience
• Experience in a service operations environment
• Understanding of Supplier structure that supports BAE & the requirements of the contracts that underpin this
• A strong leader who can work in a operational role where achievement of service levels is vital and service must be maintained
• Technical understanding with ability to translate into business impact and prioritise accordingly

Desirable:

• ITIL lifecycle experience

Security Requirements: BPSS & ITAR

This role requires you to obtain a basic disclosure along with employment reference checks before starting.

In addition, this role involves direct and/or indirect access to ITAR Material which means there are restriction. If you are unsure as to whether you are eligible, please contact me to discuss.

The Umbrella rate quoted above is the Gross Umbrella rate (i.e. the rate we pay to the Umbrella Company inclusive of ALL employment costs). Please note, the rate paid by the Umbrella will be less, as will a Limited Deemed rate or Agency PAYE rate. Please get in touch to discuss the rates via these different payment vehicles.