Analyst

Job Description

This highly pressurized role will champion quality Major Incident Management best practices across our global IT.The day to day the role will involve:Responsible for driving, managing and coordinating the response to all critical, major and high priority incidents Co-ordinate rapid and effective response to Major Incidents including escalation, follow through, dissemination of workarounds, or resolution advice and closure.

• Responsible for timely clear, accurate and punctual communications to internal stakeholders and customers (EMAIL and SMS)
• Carry out monthlytrending on ticket volumes to identify improvements and feed into Problem management
• In conjunction with key vendors, identify and drive continuous service improvement opportunities to enhance Incident Management practices
• Responsible for chairing and driving major incident management bridges
• Responsible for effective internal and/or vendor escalation
• Lead and/or Contribute to effective Post Incident Reviews - Engage teams for PIR activities, produce Post Incident Reports, as well as input to the Change and Problem Management Processes as and when required
• Single Point of Contact for internal stakeholders for all High Priority Incidents
• Produce daily and weekly and monthly incident reporting summaries
• Quality assurance of High Priority Incident tickets within Service Now across all Major Incidents
• Ensure that post incident reviews are completed and details are smoothly handed to problem management as per established process
• Ability to work across 24/7 coverage via Out of Hours/On Call Rota as required
• Champions JLT s integrity and values

Communication Open and honest communicator. Recognises and responds to emotions of others, flexing approach to build trust and ensure two way continuous feedback Regularly communicates with individuals, teams, clients and colleagues to establish networks, influence outcomes and share knowledge Shares information in a timely way which is simple to understand, clear in its intent and where appropriate, invites contribution and feedback Confident and articulate communicator who uses a range of skills and techniques to engage, challenge, motivate and inspire Uses range of engagement techniques when presenting to others. Understands the impact delivery has on outcome, choosing style appropriately Relationship building Viewed by others as approachable and a trusted advisor. Respected for knowledge, expertise and behaviour by clients, colleagues and team Builds individual relationships with team based on open, honest and constructive two way feedback Recognises and acknowledges individuals strengths and harnesses these to help driving business performance and increase overall capability of team Uses own reputation to introduce others into existing networks, leveraging these locally and globally to maximise business opportunities Flexes own style and works collaboratively with others different styles to gain best possible outcomes Planning and organizing Takes responsibility for decisions within their remit and is not afraid to take calculated risks. Makes timely and accurate decisions even under pressure Monitors, measures and reviews progress of team against agreed objectives. Responds swiftly to opportunities and threats Inspires an ethos of business development, leading by example. Focuses on achieving results that add value. Openly acknowledges successes to motivate others Flexes management style to recognise individual impact on others. Offers support and guidance whilst ensuring continuity around expected deliverables Context Operating Environment JLT India is a wholly owned subsidiary of Jardine Lloyd Thompson group (JLT). The JLT group has two main lines of business Employee Benefits and Insurance Broking and has its presence through owned companies in over 36 countries and through a network its presence is in over 100 countries. JLT IT Infrastructure Team is a technology support & services provider for JLT India is headed by Director - IT Infrastructure / CIO - IMEA The India IT Team provides services to the organization in line with the India standards on service delivery, technology roadmap and information security. Framework & Boundaries Organization Relationships Subordinates Superiors Others Within the company: Application Support, IT leadership team. EUS and SDM s Outside the company: Vendors, industry peers Person Specifications Education Essential: BSC in IT Desirable: Work Qualifications Essential: ITIL V3 Foundation certified Desirable: ITIL Operations or equivalent Intermediate Training Essential: Desirable: Experience 3 5 Years for the Analyst / Assistant Manager This will suit an experienced and highly driven IT service, Incident or Problem Manager, with strong problem solving skills, capability and knowledge of industry standard service management toolsets and best practice. You will need to demonstrate the ability to build effective working relationships across the business, with key stakeholders and with 3rd party service providers, with confident and articulate written and strong verbal communication and high quality reporting skills.

• ITIL Foundation qualification and demonstrate working knowledge and experience
• Excellent problem solving and decision making skills
• Strong internal and external customer focus
• Substantial experience in Service Management/Incident or Problem Management
• Ability to build effective working relationships across the business, with key stakeholders andwith 3rd party service providers (both internally and externally), establishing credibility amongst a wide and demanding customer group
• Ability to influence technical resource teams to undertake necessary actions in the restoration and maintenance of a stable IT environment
• Ability to understand technical information and relay in business terms

Knowledge Essential:

• Proficient in the knowledge of IT applications, systems and infrastructure, including good/excellent knowledge of MS Office and ServiceNow.

Desirable:

• Experience working within an ITIL Operations environment

Skills& Abilities Essential:

• Excellent written and verbal communication and presentational skills
• Excellent problem solving and decision making skills
• Ability to build effective working relationships across the business, with key stakeholders andwith 3rd party service providers (both internally and externally), establishing credibility amongst a wide and demanding customer group
• Ability to influence technical resource teams to undertake necessary actions in the restoration and maintenance of a stable IT environment
• Ability to understand technical information and relay in business terms

Others Essential: Desirable: ,

Keyskills :
javaoperations maintenance ms office