Service Operations Analyst

Morson Talent

  • Farnborough, Greater London
  • £63.00 per hour
  • Permanent
  • Full-time
  • 28 days ago
  • Apply easily
Service Operations Analyst – FarnboroughAbout You:As an experienced Service Analyst, your skills and experience will include;
  • Extensive knowledge of IT Industry from Enterprise perspective
  • Stakeholder Engagement experience
  • Experience in a service operations environment
  • 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
  • Knowledge of ITIL
About Your Role:As the Service Operations Analyst, your role will include;
  • 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
  • Perform Post Incident Reviews on Major Incidents so that lessons can be learned and preventative measures put in place.

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