Calmac website search form
Ref: 1187-SB Incident & Monitoring Analyst x 2

Nothing to redirect to

Nothing to redirect to

Employing Company:  CalMac Ferries Limited                   

Position:  Incident & Monitoring Analyst x 2

Department: IT

Contract: 1 Year Fixed Term

Location:   Gourock

Annual Salary: £22,399 (Clerical Grade B)

Contracted Hours:  38 Hours

Date Advertised: 03 August 2018

Closing Date: 17 August 2018

Ref: 1187-SB

Applications are invited for the position of Incident and Monitoring Analyst within CalMac Ferries Limited.

Role Overview

Provide Service Desk support, acting as a single point of contact between the business and the Incident & Monitoring function.

As an Incident & Monitoring Analyst, you will provide comprehensive support to users and customers of DML IT Services.  You will specifically focus on customer support, analysis and diagnosis of Incidents and Problems, and staff requests for IT support and equipment. In addition, you will provide immediate response to Incidents and Problems that affect normal system operations for all DML IT Services.  When Incidents and Problems arise, you will lead the communication effort, providing the necessary triage, notification, escalation, and tracking required to see the Incident and Problem through to resolution and will complete required follow-up. You will also be responsible for request fulfillment, providing access and equipment to staff throughout the network.
Your role is essential in providing front-line technical support for all DML IT Services. Some travel around the network will be required.

Principal Accountabilities

• Logs, categorises and prioritises Incidents and Problem, provides initial diagnosis and investigation and takes steps to restore service within agreed SLAs, escalating as necessary per established escalation policies
• Monitors status of open Incidents and affected Configuration Items, progresses towards resolution
• Participates in audit activities related to the Incident and Problem Management process
• Detects possible Problems, raises Problem Records and follows up with Problem owners when necessary
• Prevents the replication of Problems across multiple systems
• Keeps affected customers and stakeholders informed about progress of open Incidents and Problems
• Reviews the efficiency and effectiveness of Incident and Problem Management activities and makes recommendations for improvements
• A flexible approach to out of hours working  including on call duties
• Respond and fulfil service requests to agreed SLA's
• Manage Service Request queues

Qualifications, Skills and Experience

• Degree or relevant qualification
• ITIL v 3 Foundation accredited
• Minimum of 5 years' experience working in a similar role within a multiple supplier environment
• Appropriate professional certification
• A good understanding of event management technologies, virtual and physical servers, replication technologies, basic resilience methods for networks, servers databases and applications
• Experience of working in a complex sourcing environment with multiple, diverse partnerships.
• Identify smarter ways of working with new technology
• Experience in Stakeholder Engagement
• Team Player, enthusiastic, proactive & self-motivated person, with strong organisational, planning & interpersonal skills
• Able to work under pressure and think clearly in challenging situations in a logical manner
• Good relationship builder with strong diplomacy and negotiating skills
• Work well in ambiguous and changing environment
• Excellent written and verbal communication skills
• Have a good understanding of business environments
• Strong Interpersonal skills
• Flexibility to adjust to changing business requirements
• Good networking and influencing skills
• Ability to prioritise and work to deadlines
• Logical & objective

Desirable

• ITIL v 3 Intermediate accredited

The successful candidate must be able to commute to Gourock on a daily basis.

The Redirect template does not display its article content but instead redirects the client to one of:

  1. The first related article
  2. The first related external link
  3. The first related media item
  4. The first visible child article

This redirect article will redirect to:

Close Don't show again