Critical Incident Resolution Specialist
Há 1 mês
Job Overview
Segula Technologies Group is a leading innovation company with a strong presence in key sectors such as automobile, railway, energy, and aerospace. We're seeking a talented individual to join our team.
Role Description
The purpose of this role is to work under guidance within a technical team across complex infrastructure environments to ensure the rapid and effective resolution of major incidents. This includes global coordination, analysis of service collisions, and monitoring the execution of changes until their closure. The selected candidate will also manage and maintain the core infrastructure that underpins production services.
Key Responsibilities
- Assist in the management of IT incidents to minimize disruption to services and restore normal operations as quickly as possible.
- Receive and document incident reports, prioritize, and categorize incidents according to severity and impact.
- Communicate with stakeholders and end-users regarding incident status and resolution, documenting incident response procedures and best practices.
- Coordinate with technical teams to diagnose and resolve incidents, escalating critical incidents to higher-level support, analyzing trends within incident data, uncovering root causes, and acting upon these.
- Organize and chair Post-Incident Reviews (PIRs) with a focus on 'lessons learned'.
- Ensure toolsets are updated regularly and accurately.
- Participate in post-incident reviews to identify root causes and prevent recurrence.
- Deliver high-quality presentations (verbal/written) on timelines, causes, and resolutions.
- Contribute to the continuous improvement of incident management processes.
Requirements
- Degree in computer science or equivalent professional qualification or relevant work experience.
- Experience within a Major Incident Team, preferably within a financial services environment.
- Strong communication skills (written and verbal), ability to be clear and concise in coordinating incident response efforts and updating stakeholders.
- Experience of using Incident Management Toolsets.
- Ability to prioritize workloads in a pressurized environment.
- Experience of working out of hours and on a rota providing 24-hour support.
- A working knowledge of ITIL disciplines and processes or equivalent.
- Knowledge of Service Now.
- Ability to analyze and diagnose technical issues to determine the root cause of incidents.
- Meticulous in documenting incident details including symptoms, actions taken, and resolutions.
Salary Range: £60,000 - £80,000 per annum (dependent on location and experience)
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