Senior Operations Analyst

3 weeks ago

London, United Kingdom Markel Full time

**About Markel**:
Avencia Consulting are an RPO who provide a recruitment service to our client Markel International.

Markel Corporation (NYSE - MKL) a fortune 500 company with over 60 offices in 20+ countries, is a holding company for insurance, reinsurance, specialist advisory and investment operations around the world.

In each of our businesses, we seek to deliver innovative products and adaptable customer service so that we can be a market leader. Our time horizon is long-term, our approach is disciplined, and our focus is on continuously improving the quality of thecustomer experience.

**Role Overview**:
**Job Summary**:
Incident Management - Senior Operations Analyst
London/Hybrid
£ Competitive + Bonus & Benefits
"Are you a master of organisation within IT? Can you work in a fast paced environment as a solution provider"
This role focuses on implementation, management and improving processes. A key factor of this role is to ensure that Markel's IT environments are appropriately controlled and documented. The scope of role includes focus on continuous improvement of configuration,assets, incident management and organisational change activities.

**What you'll be doing**:

- Look for Major Incident Management efficiencies, and propose, develop and deliver process improvements for incident management workflows
- Management of High Priority Major Incidents within sophisticated environments; engaging, focusing and driving internal and external resolver teams to efficiently restore service and communicating during Major Incidents to team members across the company
- Lead post Incident reviews to establish actions to prevent future incidents and produce comprehensive incident reports to senior leadership
- Support and participate in Disaster Recovery tests for critical services
- Review impact and risk analysis to ensure the risks/impacts to customers and services are thoroughly understood and appropriate actions have been taken
- Lead all aspects of a portfolio of problem records, assisting the Problem Manager. Responsible for assembling the relevant partners, establishing the root cause, and ensuring senior IT leadership is advised of progress and recommendations for closure
- Proactively monitors and reviews Incident tickets to identify patterns and in partnership with the Service Owner build problem records to be researched
- Provides training and mentorship on all ITIL and ITSM processes used within Markel

**What we're looking for**:

- ITIL v3 or v4 Foundations certifications would be beneficial
- Familiarity and certification on IT and business governance frameworks such as COBIT and SOX is a plus but not a must for this role
- Ability to participate in a call rotation providing out of hours support in evenings, weekends and holiday periods
- Extensive and proven experience of Major Incident Management, with a solid understanding of process across multi-platform technologies
- Strong crisis leadership skills and ability to remain calm in challenging situations involving incidents and manage teams and vendors to provide solutions
- A solid background in Incident and Problem Management roles
- Strong analytical skills with a demonstrated ability to collect, analyse and act on ticket data
- Prior experience using ServiceNow ITSM tool preferred

**What's in it for you**:

- A very competitive basic salary plus bonus & benefits
- 25 days' holiday plus Bank Holidays, with the opportunity to buy / sell extra leave
- Company matched pension scheme, private medical and dental cover, life assurance, travel insurance cover, income protection, Green car benefit scheme, a cycle2work scheme, season ticket loan, Employee Assistance Programme (EAP), parental, adoption and sharedparental leave pay..and plenty more

**What we hope you'll do next**:

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