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Operations Centre Analyst 031009

  • Location:

    London, England

  • Job type:

    Contract

  • Sector:

    Rail Jobs and Transportation

  • Salary:

    Up to £0.00 per annum

  • Contact:

    Connah O'Keeffe

  • Contact email:

    Connah.O'Keeffe@morson.com

  • Job ref:

    166687COE_1570631471

  • Published:

    12 days ago

  • Duration:

    9 Months

  • Expiry date:

    2019-12-04

  • Client:

    Morson International

Key Accountabilities

  • To manage all major incidents end to end; including the initial triage, validation and incident closure.
  • Issuing regular communications during the life cycle of all major incidents.
  • To arrange relevant technical and management bridges as required, ensure all stakeholders are kept informed via business communications or estate wide/targeted service alerts.
  • Active management of internal resolving teams and external suppliers to ensure service is restored as quickly as possible with minimal business impact.
  • Tasks resolver groups to carry out root cause analysis and any service improvement activities identified during the lifecycle of the incident.
  • To provide single point of contact for all escalated incidents 24/7x365 and to manage them to resolution.
  • Responsible for identifying and applying planned and unplanned service disruption setting across the revenue collection system and where necessary processing customer refunds.

Skills, Knowledge & Experience

Skills

  • Able to clearly communicate effectively at all levels of the business.
  • Proven ability to influence and negotiate with other teams to achieve maximum benefits for the team and business.
  • Strong customer skills including managing conflict and resolving complaints
  • Ability to build strong working relationships with colleagues and key stakeholders
  • Strong analytical skills with the ability to analyse complex data and make informed decisions to implement solutions.

Knowledge

  • ITIL Foundation Certificate in IT Service Management
  • Demonstrable knowledge in operating within an IT major incident management team and managing incidents using ITSM tools such as Remedy
  • Good understanding of TfL's business and technical functions, including services provided and the impact to customers when services are not available.
  • A professional IT qualification (i.e. Microsoft MSE or Cisco CCNA) or corresponding professional experience

Experience

  • Extensive experience of incident or major incident management operating a 24/7x365 shift pattern managing complex IT technical services
  • Experience of operating in a dynamic working environment, handling multiple tasks and delivering high quality solutions to pre-defined deadlines.
  • Experience of both working in and contributing to a team-based environment in as well as demonstrating the ability to work on their own initiative
  • Experience of taking responsibility for making operational decisions in relation to contract performance management