Major Incident Senior Analyst in Scotland - Glasgow, United Kingdom

at Ernst & Young

Minimum Qualification
Bachelor's Degree
Required Experience
3 - 5 years
Employment Type
Full Time
Male or Female
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Job Description

To provide a high level of technical and operational support and guidance to all team members and the Firm. Assist the team leader in areas of reporting, and ensure the team runs in an efficient and effective manner. Coordinate Major incidents and Service disruptions within the firm’s global environment and assigns personnel to appropriate operations, evaluating their work. 


Major Incident management:

  • Monitoring and management of Major Incidents / Potential Major Incidents via the incident/call management tools.
  • Coordinate complex incidents and escalated calls to satisfactory conclusion
  • Liaise with different IT Services teams to ensure the most effective procedures & solutions
  • Handling outage notifications to all stakeholders and maintain ownership of outage escalations
  • Serve as an escalation point for difficult incidents and complex queries
  • Compile Major Incident review reports and host MI review calls with stakeholders.

  • General Tasks:
  • Monitoring and management of incidents allocated to team via the call management tool (Service Now). Ensure all requests are prioritized and managed pro-actively according to impact, escalating problems as required. Liaise with IT Services staff to ensure the most effective solutions.
  • Provide regular and ad hoc reports and communication to interested parties through agreed methods and as directed by the Team Lead or management Inform the Team Lead or management, in a timely fashion, of any situation that may affect the delivery or quality of service to the client
  • Maintain up to date knowledge of policies and procedures relating to Ernst & Young technology services
  • Perform daily / weekly administrative tasks as required
  • Highlight any individual or team training / knowledge gaps that may exist and work with senior members of team to address/resolve.
  • Contribute to and participate in, relevant projects that will enhance the service received by customers.
  • With guidance from the Team Leader, Monitor and manage the performance of MI analysts who are under direct supervision
  • Provide technical assistance and training of MI Analysts
  • Highlight any individual or team training needs / knowledge gaps and work with senior members of team to address
  • Allocation of tasks/projects within the team, monitoring delivery and defined deadlines
  • Contribute to and participate in the recruitment of new team members
  • Ensure downtime is utilised productively, on projects or knowledge improvement
  • Share useful information in the Knowledge repository, and ensure procedural information is current and accurate
  • Ensuring adequate shift cover for all teams
  • Actively participate in the Firms’ performance management and development process co-developing Annual Plans with appointed counsellor
  • Counsel team members in accordance with the Firm’s appraisal process, including personal development
  • Ensure all SLA targets are reported and achieved, notifying the management team of any issues
  • Maintain up to date knowledge of IT Services policies and procedures relating to the Firm’s technology services and communicate changes as appropriate
  • Work on multi-functional projects, ensuring Service Desk is represented and information communicated to relevant stakeholders
  • Flexibility of contact, outside normal business hours
  • Requirements


  • Over 3 years experience of ITIL Major Incident Management and co-ordination in a large organisation
  • Experience working with IT requirements of a global firm
  • Experience of working in Ernst & Young or similar organization
  • Experience of supervising a small team 

    Knowledge and Skills Requirements:
  • Excellent people skills, supervisory and customer service
  • Act as role model for Major Incident Analysts
  • Able to develop working relationships with staff and management at all levels
  • Excellent listening, written and verbal communication skills
  • Excellent organizational and project management skills
  • Understanding of Service Level Agreements
  • Analytical troubleshooting
  • Drive teamwork
  • Multitasking, ability to prioritise own work and that of others
  • Manage repetitive tasks with high accuracy
  • Working under pressure
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