incident and problem analyst

overall purpose of the role

We are seeking an Incident and Problem Analyst to join our ITIL Service Management team at OryxAlign. The role will be essential in embedding ITIL best practices at OryxAlign, focusing on Major Incidents, Incident analysis and workflow, and the development of Problem Management. You will track and analyse incident trends and problems, ensuring known errors and workarounds are published, communicated, and managed.

Working in the Service Management team, you will develop your ITIL skillset, analytical methodologies, and service reporting capabilities.  You will be expected to support OryxAlign’s Change Enablement and Transition activities, as required.

context

The Incident and Problem Analyst will report to the ITIL Service Management Team Lead and will assist with the development of an ITIL framework of best practices at OryxAlign. The role will work closely with our Service Desk, Platform Engineering, and Service Delivery Management teams. You must develop and maintain good working relationships with the Professional Services team and OryxAlign’s technical Vendors. 

The role is based in either our Manchester or London office and will require occasional commutes between the two offices. 

key responsibilities

a)    Act as a Major Incident Manager, ensuring adherence to process across teams. 
b)    Investigate, analyse, and contribute to post review of Major Incidents to facilitate the resolution of complex and interrelated business issues and problems, and to improve functionality and efficiency of IT and business solutions. 
c)    Work with the ITIL Team Lead to develop Problem Management best practices.   
d)    Chair incident and problem review meetings, to ensure decisions and actions are taken and followed up 
e)    Perform incident trending to identify proactive problem records.  
f)    Work with Managed Service’s engineering teams to ensure correct processes are followed to drive incident management efficiency. 
g)    Ensure consistent known error information is maintained and reviewed. 
h)    Analyse incident and problem data and make recommendations for prevention.   
i)    Maintain incident and problem process documents in OryxAlign’s SharePoint knowledge base. 
j)    Assist Managed Services Team Leads to promote, monitor, and enforce the Incident and Problem management processes. 
k)    Monitor trends in Problems and Major Incidents to identify issues in performance, availability, and capacity 
l)    Support of the Change Management, Service Transition and Service Design processes as required. 

knowledge, skills and experience

a)    Demonstrable experience in IT support and/or Service Management  
b)    Good technical awareness. 
c)   Good Excel skills. 
d)    Capable of organising and prioritising data and activities. 
e)    Understanding of SLAs and Service Level Management. 
f)    Experience with incident and problem analysis methods would be an advantage. 
g)    ITIL certification is preferred, but on-the-job training will be provided. 
h)    Must work dynamically in a fast-paced, maturing, and growing organisation. 
i)    Good communication skills, both verbal and written – including report writing capabilities. 

education and qualifications

•    ITIL V3 or V4 foundation is preferred. 
•    NVQ 3 or higher 

behavioural competencies/attributes

•    Strong interpersonal skills and emotional intelligence, including building trusted relationships across OryxAlign and externally. 
•    Understands and demonstrates service excellence. 
•    Credibly role model OryxAlign’s company values. 
•    Adopts a mature approach to continuous learning and development, including in support of the company’s longer-term objectives. 
•    Collaborative and with the propensity to share information for broader benefit, taking a data-centric approach.

equal opportunities

OryxAlign prides itself on its People and Culture. We are an equal opportunity employer and do not discriminate based on age, disability, gender reassignment, pregnancy, maternity, race (which includes colour, nationality and ethnic or national origins), sex or sexual orientation, religion or belief, or because someone is married or in a civil partnership.  We welcome applications from all backgrounds.