Join to apply for the TOC Incident Analyst role at Sophos Projetos & Sistemas.
About The Job:
An exciting opportunity has risen for an Incident Analyst to join our team at National Highways. This is a dynamic role where you will use your technical knowledge to manage the lifecycle of incidents and deliver a first fix where possible.
Our Technology Operations Centre (TOC) exists to deliver a full-service management capability for our critical operational technology services. This enables our Regional Operations Centres to successfully manage the strategic road network by using our services to operate roadside equipment, manage on-road resources, and connect with our customers 24 hours a day, 365 days a year. These technologies include those implemented at the roadside, telecommunications services, and the Regional Operations Centres.
The Incident Analyst is responsible for the analysis of event logs, incidents, and problems including the identification of underlying issues, patterns, and trends with technology. They are responsible for timely administration of incident tickets, from identification to resolution. They will also support management with the identification and progression of service improvements for customers and stakeholders.
Responsibilities:
* Investigates the root-cause of issues using expertise, performance data, and knowledge articles. Triages and investigates incidents using remote diagnostics tools, implementing a first fix where possible.
* Respond to incidents appropriately in line with SLAs and follow up on outstanding incidents. Work collaboratively with resolver groups for incident resolution, including follow-ups and ongoing liaison.
* Assigns work order tasks to regions where a roadside intervention is required and tracks this through to completion. Performing service validation and testing following resolution.
* Monitor the incident through to resolution, escalating to an Incident Manager where required. Identifies and reports maintenance issues, trends, problems, and service improvements.
* Supports supply chain partners/resolver groups in restoring services to operation by processing additional work tasks. Supports Incident Manager to build effective relationships with colleagues, regional service delivery teams, resolver groups, and the national spares team.
About You:
* Experience in quickly and efficiently analysing large volumes of data.
* Experience of leading on an incident and managing through to resolution.
* Ability to translate and communicate accurate information to both technical and non-technical stakeholders/users.
* Experience of working with software tools, such as ServiceNow or similar, which support effective IT service management.
* Understanding of IT service and performance management processes and practices.
About Us:
Here at National Highways, we manage and improve England's motorways and major A roads, helping our customers have safer, smoother, and more reliable journeys. Our priorities are safety, customers, and delivery, and at the core of this, are our values of passion, integrity, safety, teamwork, and ownership.
External candidates will be offered a starting salary at the lower end of the pay scale, while current employees will be appointed in accordance with our established pay policy.
We are committed to creating a diverse environment and welcome applicants from all backgrounds.
Seniority level
* Entry level
Employment type
* Full-time
Job function
* Consulting
* Operations Consulting
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