Major Incident Analyst (SC) - 6 Month Contract - Remote - Inside IR35
Posted 1 week ago by 1772592986
£475 Per day
Inside
Remote
Remote
Summary: The Major Incident Analyst role involves coordinating Incident and Problem Management activities within a complex SIAM/ITSM environment. The position focuses on ensuring service stability, driving incident resolution, and maintaining communication among IT, Service Desk, and business stakeholders. The successful candidate will manage Major Incidents and improve service performance while adhering to SLA compliance in a Safe and Agile DevOps setting.
Key Responsibilities:
- Act as the primary point of contact for all Incident and Problem Records.
- Monitor incidents to ensure Service Level Agreements (SLAs) are met.
- Identify, initiate, schedule, and conduct incident and problem reviews.
- Ensure closure of all resolved and end-user confirmed Incident records.
- Provide guidance and governance to Incident Process Coordinators.
- Set up and chair Major Incident bridge calls, in line with agreed process.
- Deliver and manage high-standard communications across Customers and IT teams.
- Ensure issues are prioritised appropriately and aligned to customer impact.
- Coordinate with Service Desk and other support teams to identify and manage Major/High Priority Incidents.
- Diagnose, escalate, and manage Major Incidents to consistent quality standards.
- Ensure accurate, timely, and structured communication throughout Incident lifecycles.
- Coordinate effectively with SIAM, ITSM, DevOps, and Business teams.
Key Skills:
- Strong experience in Incident & Problem Management within complex enterprise environments.
- Proven experience managing Major Incidents end-to-end.
- Working knowledge of ITIL frameworks (ITIL v3/v4 preferred).
- Experience operating within SIAM (Service Integration and Management) environments.
- Familiarity with Safe and Agile DevOps methodologies.
- Strong stakeholder management and communication skills across technical and non-technical audiences.
- Ability to chair high-pressure bridge calls and manage senior stakeholders during critical incidents.
Salary (Rate): £475 per day
City: undetermined
Country: undetermined
Working Arrangements: remote
IR35 Status: inside IR35
Seniority Level: undetermined
Industry: IT
Detailed Description From Employer:
Major Incident Analyst (SC) - 6 Month Contract - Remote - Inside IR35
Contract Type: 6-Month Contract (Inside IR35)
Rate: £475 per day
Location: Fully Remote
Role Overview
Hamilton Barnes are seeking an experienced Incident & Problem Analyst to act as the central point of coordination for Incident and Problem Management activities across a complex SIAM/ITSM environment.
This role will be responsible for ensuring service stability, driving high-quality incident resolution, and maintaining strong communication across IT, Service Desk, SIAM partners, and Business stakeholders. The successful candidate will play a critical leadership role in managing Major Incidents, improving service performance, and ensuring SLA compliance while operating within Safe and Agile DevOps environments.
Key Responsibilities
- Act as the primary point of contact for all Incident and Problem Records.
- Monitor incidents to ensure Service Level Agreements (SLAs) are met.
- Identify, initiate, schedule, and conduct incident and problem reviews.
- Ensure closure of all resolved and end-user confirmed Incident records.
- Provide guidance and governance to Incident Process Coordinators.
- Set up and chair Major Incident bridge calls, in line with agreed process.
- Deliver and manage high-standard communications across Customers and IT teams.
- Ensure issues are prioritised appropriately and aligned to customer impact.
- Coordinate with Service Desk and other support teams to identify and manage Major/High Priority Incidents.
- Diagnose, escalate, and manage Major Incidents to consistent quality standards.
- Ensure accurate, timely, and structured communication throughout Incident lifecycles.
- Coordinate effectively with SIAM, ITSM, DevOps, and Business teams.
What You Will Ideally Bring
- Strong experience in Incident & Problem Management within complex enterprise environments.
- Proven experience managing Major Incidents end-to-end.
- Working knowledge of ITIL frameworks (ITIL v3/v4 preferred).
- Experience operating within SIAM (Service Integration and Management) environments.
- Familiarity with Safe and Agile DevOps methodologies.
- Strong stakeholder management and communication skills across technical and non-technical audiences.
- Ability to chair high-pressure bridge calls and manage senior stakeholders during critical incidents.