JOB TITLE:                      Incident Analyst                               

LOCATION:                     Manchester

REPORTING TO:              Incident Team Manager

DIRECT REPORTS:          None

JOB PURPOSE:

To provide an Incident Management service as part of the 24 x 7 Incident Management team for customers of the products and services offered by Ultra Electronics Airport Systems. To ensure that Service Level Agreements are met whilst acting in a professional, customer focussed manner at all times. This role will involve working as part of a 24 x 7 shift pattern.

MAIN DUTIES AND RESPONSIBILITIES

• To answer telephone calls to the Service Desk on Ultra products and services in a consistent and professional manner within SLA, following the Request Management process accurately.
• To provide the customer with confidence that their incident or request will be logged and managed through to resolution effectively.
• To log all incident and requests on the service management system including phone calls and emails and to provide the customer with a call reference number. To ensure that the quality of information then entered into the service management system is of an exceptionally high quality and accuracy.
• To influence and advise internal and external customers, at all management levels regarding the availability and functionality of services and systems.
• To ensure that the services offered to Ultra’s customers are delivered end to end within SLA, by owning and monitoring service calls through to resolution, escalating those that may breach SLA.
• Accountable for Incident Management whilst on shift. To manage all incidents effectively during shift, ensuring resolution within agreed service levels, having a defined root cause, and keeping relevant stakeholders informed.
• To perform the critical task of understanding and correctly assigning the impact of incidents, to ensure that service calls, problems and changes are related to the incident as required.
• To manage negotiations, (during incidents within areas of accountability), with users, technical specialists and 3rd party suppliers in respect of emergencies, quality and levels of service, quality of control and support, restrictions on or withdrawal of services, routine and unscheduled maintenance and the introduction of amendments to provision of services.
• To operate the monitoring centre toolset, reacting to alerts and following process to take appropriate action.
• To carry out planned maintenance tasks on remote systems using the monitoring centre toolset as required by process.
• To be responsible for and work with support teams throughout Service Delivery and 3rd parties on Incident Management and investigation, by negotiating with and influencing team managers.
• To ensure that the quality of information entered into the service management system globally by all users is of high quality and integrity through proactive monitoring, auditing and reviews..

QUALIFICATIONS/KNOWLEDGE

 Essential:

• Knowledge of either Unix, Solaris, Windows, Linux from a support perspective

 Desirable:

• ITIL Foundation Certificate

SKILLS /EXPERIENCE

Essential:

• Proven experience in an operational IT environment
• Proven experience in a Service Desk analyst OR Incident analyst role
• Proven experience in database support (Oracle or Microsoft SQL Server)
• Proven experience in both working alone and as part of a team
• Proven experience of working in a monitoring centre, and using tools such as HP Openview
• Proven experience of working on a 24x x7 shift pattern

PERSONAL STYLE AND BEHAVIOUR

Approachability  

Is easy to approach and talk to; spends the extra effort to put others at ease; can be warm, pleasant, and gracious; is sensitive to and patient with the interpersonal anxieties of others; builds rapport well; is a good listener; is an early knower, getting informal and incomplete information in time to do something about it.

Composure 

Is cool under pressure; does not become defensive or irritated when times are tough; is considered mature; can be counted on to hold things together during tough times; can handle stress; is not knocked off balance by the unexpected; doesn't show frustration when resisted or blocked; is a settling influence in a crisis.

Customer Focus

Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.

Managing Diversity

Manages all kinds and classes of people equitably; deals effectively with all races, nationalities, cultures, disabilities, ages and both sexes; hires variety and diversity without regard to class; supports equal and fair treatment and opportunity for all.

Functional/Technical Skills

Has the functional and technical knowledge and skills to do the job at a high level of accomplishment.

Integrity and Trust   

Is widely trusted; is seen as a direct, truthful individual; can present the unvarnished truth in an appropriate and helpful manner; keeps confidences; admits mistakes; doesn't misrepresent him/herself for personal gain.

Peer Relationships  

Can quickly find common ground and solve problems for the good of all; can represent his/her own interests and yet be fair to other groups; can solve problems with peers with a minimum of noise; is seen as a team player and is cooperative; easily gains trust and support of peers; encourages collaboration; can be candid with peers.

Perseverance

Pursues everything with energy, drive, and a need to finish; seldom gives up before finishing, especially in the face of resistance or setbacks.

Self-Development

Is personally committed to and actively works to continuously improve him/herself; understands that different situations and levels may call for different skills and approaches; works to deploy strengths; works on compensating for weakness and limits.

Time Management

Uses his/her time effectively and efficiently; values time; concentrates his/her efforts on the more important priorities; gets more done in less time than others; can attend to a broader range of activities.     

 

If you are interested in applying for this vacancy, please send your CV with an accompanying letter stating why you are a suitable candidate for this post to hr.recruitment(at)ultra-as.com