Job Description

Job Title: Incident Management Analyst / Major Incident Analyst
Contract Type: Temporary
Daily Rate: Circa 450/ Day
Contract Length: 12 Months
Location: Chester Office (4 days in the office)
Working Pattern: Full Time
Shift: Sunday-Thursday or Tuesday-Saturday (07:00 - 16:00)
Are you ready to take on a pivotal role in a high-energy environment? Join our dynamic Global Command centre team as an Incident Management Analyst and become a critical player in ensuring the availability and performance of technology services!
About the Role:
As part of our commitment to operational excellence, you will oversee major incidents impacting our organisation, ensuring swift resolution and minimal disruption. Reporting to the EMEA Incident Management Lead, you'll play a key role in managing incident response, coordinating with technical teams, and communicating effectively with senior stakeholders. This is your chance to shine in a high-visibility, high-pressure role where your expertise will make a significant impact!
Required Skills & Experience:

• Proven experience in Incident Management / Major Incident Management

• Background in IT Operations or Command centre environments

• Strong written and verbal communication skills

• High-level understanding of IT infrastructure (networks, servers, cloud) is essential

• Familiarity with incident management tools (ServiceNow, Remedy, Jira Service Management)

• Knowledge of the ITIL framework (certification preferred)

• Exceptional decision-making and organisational skills

Key Responsibilities:

• Lead Major Incidents: Oversee incidents from identification to resolution, ensuring adherence to agreed SLAs.

• Run Incident Bridge Calls: Facilitate and control calls, engaging technical teams and ensuring effective communication.

• Communicate Clearly: Translate complex technical updates into plain language for executive-level stakeholders.

• Document Incidents: Maintain accurate records in service management tools, ensuring comprehensive post-incident documentation.

• Participate in Reviews: Engage in post-incident reviews and root cause analysis to drive continuous improvement.

Why Join Us?

• Innovative Environment: Be part of a forward-thinking team that values your expertise and encourages growth.

• Exciting Challenges: Tackle complex incidents and make a real difference in operational performance.

• Professional Development: Enhance your skills and knowledge in a supportive environment.

If you're ready to embrace this challenge and contribute to our success, we'd love to hear from you! Bring your leadership skills, technical knowledge, and a proactive mindset to our Global Command centre team.
Apply now to embark on an exciting journey with us! Your next adventure awaits!
Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.

Skills Required