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Incident Resolution Specialist

2 months ago

City of London, United Kingdom i3 Full time
Job Description

**Incident Analyst/ Service Management Analyst – Insurance – Hybrid**

We are seeking a highly skilled Incident Analyst/ Service Management Analyst to join our team at i3, a leading global Life Insurer. As an Incident Analyst, you will play a critical role in coordinating and managing the response to incidents within the organization.

You will join our existing Service Operations team and ensure that incidents are managed efficiently. This exciting opportunity will see you assisting in the development of the Technology Incident Management Process and acting as the first point of contact for incidents.

**Key Responsibilities:**

  • Accountable for end-to-end incident resolution using the incident management processes.
  • Coordinate and manage the incident response team.
  • Work closely with the Operations Manager in the event of a major incident.
  • Execute accurate and clear Major Incident notifications.
  • Ensure that IT Service Management software tools are fit for purpose and subject to ongoing refinement and improvement.

**Requirements:**

  • Experience in incident management or similar service-focused roles.
  • Excellent communication skills, both verbal and written.
  • Prior experience with multi-region/multi-time zone organizations.
  • Matrix management of multiple in-house and supplier teams relating to Incidents, Problems, and Changes.
  • Experience of working with internal and external partners to drive service excellence.
  • Ability to work in a maturing team environment.

This is an excellent opportunity for a motivated and experienced Incident Analyst/ Service Management Analyst to join our team and contribute to the success of i3.