Major Incident Analyst

Come join us and make a difference in the world!

Discover more at www.necsws.com

The Major Incident Analyst is a varied, challenging and exciting role. This role is responsible for ensuring that Major Incidents are managed effectively to restore normal service operations as quickly as possible while minimising business impact. It will involve working closely with both internal and external stakeholders and is targeted at supporting the delivery of a high-performance and reliable IT capability worldwide.

Working within the Cyber, Service and Technology (CST) division and reporting to the Major Incident Manager, the successful candidate will be responsible for delivering Major Incident Management to NEC and our customers. The Major Incident Team is responsible for minimising the adverse impact of Major Incidents on the business and its customers caused by errors within the IT Infrastructure and applications. The role is wide-ranging and takes ownership of managing Major Incidents within NEC. The successful candidate will have an ability to lead within the context of an individual Major Incident, the ability to work as part of a team, and the confidence to coordinate and drive Incident resolution while under pressure.

The role is responsible for delivering services aligned to the ITIL framework and has a role to play in maintaining compliance with ISO20000. It is a hybrid position based in Hartlepool and requires participation in a 24x7x365(6) on-call rota.

Responsibilities:

• Act as the single point of contact during Major Incidents.
• Ownership, leadership, coordination and support of the collaborative resolution of Major Incidents.
• Ensure appropriate technical resources are engaged promptly.
• Facilitate bridge calls with technical teams and when required other internal and external stakeholders
• Monitor Incident progress and remove obstacles to resolution.
• Drive timely service restoration within agreed SLAs.
• Escalate incidents appropriately when required.
• Provide clear, timely updates to internal and external stakeholders.
• Communicate effectively at all levels tailoring style and approach to suit the audience, demonstrating influence and persuasion where needed.
• An thorough understanding of ITIL Major Incident Management techniques.
• Familiarity with ITSM tools and processes (Incident, Problem, Change, Service Request).
• Understanding of service-level agreements (SLAs) and operational-level agreements (OLAs).
• Maintain Awareness of best practices for Service Management.
• Must remain calm and focused in high-pressure scenarios
• Manage time and workload effectively, especially during high-impact events.
• Produce Major Incident Reports with required timeframes
• Manage stakeholder expectations during high-impact outages.
• Maintain communication channels during incidents (emails, messaging platforms, conference calls) during Incidents
• Contribute to the continuous improvement of Major Incident Management processes
• Collaborate with Problem Management and Change Management teams.
• Ensure a full ITIL-aligned end-to-end service is available to stakeholders
• Build and maintain relationships with internal and 3rd party organisations as required, such as technical resolver teams.
• Work effectively as part of a team, supporting colleagues, sharing knowledge and contributing to a positive, collaborative working environment

• Ability to take ownership, lead and remain calm under pressure
• Strong communication and stakeholder management skills.
• Skilled at managing high-pressure conference bridges with multiple technical teams, keeping discussions focused and productive
• Strong situational awareness and the ability to prioritise effectively
• Ability to challenge technical teams constructively to drive progress.
• Good business writing skills with the ability to summarise technical detail into clear, business-friendly updates for non-technical stakeholders.
• Strong organisational and time management abilities.
• Decision-making capability in high-impact situations.
• Experience using IT Service Management tools
• Good working knowledge of infrastructure and application technologies

Essential Qualifications

Must be eligible for NPPVL3 + SC clearance

Desirable

• ITIL v4 Foundation
• ITIL v4 Intermediate Qualification

We pride ourselves in offering an excellent benefits package, including an above average pension scheme. When you join the team at NEC Software Solutions, you are provided with the following:

• Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost) 
• 25 days paid holiday with the option to buy/sell (FTE)
• 4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost)
• A Group Pension Plan with fantastic employer contributions up to a maximum of 8.5%
• A selection of flexible benefits to suit your individual needs
• All colleagues get free access to LinkedIn Learning. Over 15000 courses covering a huge breadth of subjects. Learn about what you like, when you like, how you like.
• Give back days  
• Annual team and company away-days 
• Personal learning budget

OTHER INFORMATION

• Candidates must be able to demonstrate a pre-existing right to work and travel within the UK. Documentary evidence will be required.
• All offers are subject to satisfactory vetting, references and occupational health checks. 
• Depending on the nature of the role a Disclosure Barring Service (DBS) check may also be required.

NEC Software Solutions is an equal opportunities employer, welcoming applications from all communities. If you require any reasonable adjustments or have specific accessibility needs during the recruitment or interview process, please feel free to share these with us. We are committed to ensuring an inclusive and accommodating experience for all candidates.

Who We Are:

We’re NEC Software Solutions (part of global tech giant NEC Corporation). While you read this ad, our software is helping to support families, keep trains on the move, locate missing people and even test the hearing of newborn babies.

Working with us, you’ll be helping our 3,000+ employees push the boundaries of what’s possible and support amazing public services.

We work with governments, hospitals, housing providers, local authorities and more. We help them pay financial support faster, speed up treatments for patients and respond to emergencies in the right way. The more we do, the more our customers can do for others. And together, we make a world of difference.

We’d love your help. And we’ll support you all the way.