Senior Problem and Major Incident and Analyst
- Bangalore
Are you ready to take the next step in your career?
Apply for this roleThis vacancy has now expired. Please see similar roles below...
As one of the world’s leading consultancies operating in the built and natural environment, we offer unparalleled opportunities for talented individuals in search of a rewarding career both in India and around the world. Atkins India is committed to design excellence in the delivery of first-class solutions which combine innovation, imagination, and best practice.
Atkins is a member of SNC Lavalin Organization. Founded in 1911, SNC-Lavalin is a global, fully integrated professional services and project management company and a major player in the ownership of infrastructure. The combined entity of Atkins and SNC-Lavalin has created one of the largest global engineering and project management consultancies with approximately 50,000 employees and operating across 50 countries.
SNC-Lavalin (SNC-L) has recently defined the IT Services organisational strategy in support of which IT Services is transforming to revolutionise the way it provides services to the organisation, moving from a BAU focus to a business value-driven organisation. Key concepts include moving to digital products; adopting agile across the organisation; leveraging the Cloud; standardising IT services across all our IT partners; and a focus on support for bids and delivery.
How will you contribute to the team?
To perform this role successfully, the individual will be responsible for but not limited to the following:
- ITIL v4 Foundation certification.
- At least 8 years’ experience of ITIL Service Management principles and processes.
- Excellent reporting skills with experience of using ServiceNow and the Power BI reporting tool.
- Experience of supervising teams and a proven understanding of the tools and techniques required to manage performance.
- Ability to conduct effective performance reviews and identify development plans necessary to progress Individuals within the organisation.
- Proven ability to drive and deliver improvements.
- Proven experience of achieving SLAs.
- Strong business focus and stakeholder engagement skills.
- Clear understanding of the ITIL framework and its application in an IS delivery environment.
- A strong appreciation of the contribution of IS to the delivery of an excellent service to an organization’s clients.
- Solid technical knowledge.
- Experienced in the development of, and adherence to, Service Level Agreements
- IT Services work management systems.
Desirable:
- ITIL Practitioner/Service Operation certification.
- Experience of working in a high-pressure environment.
What will you contribute?
- Manage the daily activities of the teams.
- Responsibility for recruitment, training, objective-setting and performance development reviews for team members.
- Create a performance culture throughout the teams.
- Support and maintain Major Incident and Problem Management processes.
- Support and update the IT Services Knowledgebase and associated processes/controls.
- Ensure robust processes are followed to respond to high severity and major incidents.
- Negotiate and maintain core SLAs for the teams.
- Monitor and measure performance against SLAs and KPIs.
- Aim to deliver 100% customer satisfaction and client focus, using Product Line Reviews to drive correct behaviour.
- Manage Incidents and Requests according to defined SLAs - ensure 100% adherence to Incident and Request Management Best Practice guidelines.
- Ensure Major Incidents, recommendations and Problems are recorded and managed in line with identified process.
- Act as a liaison for Major Incidents and Problems, between IT Services teams and with our IT partners, the business and senior management.
- Organise and chair Major Incident and Problem meetings to ensure customer focus and impact reduction (workarounds).
- Document actions with updates for all stakeholders.
- Chair Crisis Management Team (CMT) meetings and support the CMT process.
- Prioritise and investigate Problems, according to priority, through to resolution or error identification.
Through effective problem management and dedicated improvement measures ensure:
Reduction in number of:
- Calls about service issues to the Global Service Desk.
- Complaints about service.
- Escalations.
- Improved customer satisfaction.
- All service level targets are met.
- Develop, review and improve processes to maximise efficiency within the teams.
- Ensure support readiness prior to the release of new technology.
- Provide management information.
Support and continually improve the Product Level Review (PLR) process to:
- Include interaction with senior IT Services team members (via formal reviews)
- Highlight issues.
- Maintain performance.
- Deliver services that represent value for money.
- Act as a point of escalation where appropriate.
- Drive continuous service improvement.
- Build a strong network of business contacts around the globe.
- Ensure regular engagement with the business and business partners to understand their challenges.
Additional competencies:
- Enthusiasm and dedication to drive improvement/change.
- Excellent communication skills and customer focus.
- Ability to build and maintain good working relationships and interact with all levels of the business and IS colleagues.
- Process-orientated with a methodical approach to achieving goals.
- Strong analytical skills.
- Flexible approach.
- Confident and professional.
What we offer at Atkins?
At Atkins, you will enjoy a robust rewards package which includes:
- Opportunity to work on various projects of various sizes.
- Competitive salary.
- Group Insurance.
- Employee Assistance Program (EAP).
- Learning and development programs, training, career opportunities.
Atkins is an equal opportunity, drug-free employer committed to diversity in the workplace. EOE/Minorities/Females/Vet/Disability.
In today’s global market, diverse groups make better decisions and that better decisions lead to better business results, as such Atkins proactively recruiting and onboarding candidates from a diverse and talented applicant pool.
Please review Atkins Equal Opportunity Statement here:
https://careers.snclavalin.com/equal-opportunities-statement
Atkins cares about your privacy and are committed to protecting your privacy. Please consult our Privacy Notice on our Careers site to know more about how we collect, use and transfer your Personal Data.
Note to staffing and direct hire agencies:
In the event a recruiter or agency who are not on our preferred supplier list submits a resume/candidate to anyone in the company, SNC-Lavalin family of companies, we explicitly reserve the right to recruit and hire the candidate(s) at our discretion and without any financial obligation to the recruiter or agency. https://careers.snclavalin.com/recruitment-agencies
For more recruitment updates, kindly follow #AtkinsIndiaRecruitment on LinkedIn.
Are you ready to take the next step in your career?
Apply for this rolePreview
Middle EastContent type
BlogsPublish date
04/26/2024
Summary
By implementing reforms in the public sector and wider society, the KSA’s Vision 2030 has greatly improved government efficiency, bringing about new growth and investment opportunities. What is Visio
Preview
Middle EastContent type
BlogsPublish date
04/26/2024
Summary
By implementing reforms in the public sector and wider society, the KSA’s Vision 2030 has greatly improved government efficiency, bringing about new growth and investment opportunities. What is Visio
Related job roles
Salary
Location
Vasteras
Job Type
Full Time
Career Area
Integrity & legal
Category
Permanent
Location
Västerås
Description
JOINS US!Role: Head of Legal and Contract Management Location: Vasteras, SwedenJob OverviewLinxon is seeking an experienced Head of Legal and Contract Management to lead our legal and commercial team
Reference
R-114325
Expiry Date
01/01/0001
Salary
Location
Stockton-on-Tees
Job Type
Flexible Working
Full Time
Career Area
Project management
Market
Cities & development
Category
Permanent
Location
Stockton-on-Tees
Description
The AtkinsRéalis Infrastructure Project Delivery Practice (PDP) is the centre of excellence for the delivery of infrastructure projects and combines the best in project management and design managemen
Reference
R-114321
Expiry Date
01/01/0001
Author
Ritwi ChatterjeeAuthor
Ritwi ChatterjeeSalary
Location
Stockton-on-Tees
Job Type
Flexible Working
Full Time
Career Area
Project management
Market
Cities & development
Category
Permanent
Location
Stockton-on-Tees
Description
The AtkinsRéalis Infrastructure Project Delivery Practice (PDP) is the centre of excellence for the delivery of infrastructure projects and combines the best in project management and design managemen
Reference
R-114319
Expiry Date
01/01/0001
Author
Ritwi ChatterjeeAuthor
Ritwi ChatterjeeSalary
Location
Epsom
Job Type
Flexible Working
Full Time
Career Area
Natural sciences
Market
Cities & development
Category
Permanent
Location
Epsom
Description
To meet our growing project workload and help us design and apply new approaches to our work, we are looking for an experienced and enthusiastic Principal or Associate Ecologist to join our Epsom offi
Reference
R-114316
Expiry Date
01/01/0001
Author
Ritwi ChatterjeeAuthor
Ritwi ChatterjeeSalary
Location
London
Job Type
Full Time
Career Area
Architecture
Category
Permanent
Location
London
Description
Project Architect Role in the London StudioWe are AtkinsRealis: Architecture, Master planning, and Interior Design.We are a top 10 UK based global design Practice whose reputation is built on a cultur
Reference
R-114289
Expiry Date
01/01/0001
Author
Mahendran CVAuthor
Mahendran CVSalary
Location
Val D'Or
Job Type
Full Time
Career Area
Civil engineering
Market
Cities & development
Category
Permanent
Location
Amos
La Sarre
Rouyn-Noranda
Val D'Or
Description
Ingénieur(e) en génie civilAtkinsRéalis en Abitibi-Témiscamingue est en pleine croissance! Répartis dans plusieurs bureaux, nous offrons des services de génie-conseil et d’ingénierie d’usine principal
Reference
R-114285
Expiry Date
01/01/0001
Salary
Location
Bristol
Job Type
Full Time
Career Area
Health & safety
Category
Permanent
Location
West Midlands
Bristol
Exeter
Cardiff
Description
Location: Bristol/Birmingham/South West & South Wales OfficesJob DescriptionAtkinsRéalis is one of the world’s leading multi-disciplinary consultancy firms offering unparalleled opportunities for tale
Reference
R-114270
Expiry Date
01/01/0001
Author
Ritwi ChatterjeeAuthor
Ritwi ChatterjeeSalary
Location
Nashville
Job Type
Full Time
Career Area
Civil engineering
Market
Cities & development
Category
Permanent
Location
Nashville
Description
WE ARE HIRING!AtkinsRéalis is seeking an Aviation Engineer to join our East Aviation Team. This is an entry-level position and is based out of Nashville, TN. ABOUT US AtkinsRéalis is one of the world
Reference
R-114266
Expiry Date
01/01/0001
Salary
Location
Dubai
Job Type
Full Time
Career Area
Project controls
Market
Project, programme & cost management
Category
Permanent
Location
Dubai
Description
AtkinsRealis is currently looking for a Planner in Dubai, UAE to join a large programme of work.About AtkinsRéalis Created by the integration of long-standing organizations dating back to 1911, Atkins
Reference
R-114259
Expiry Date
01/01/0001
Salary
Location
Epsom
Job Type
Full Time
Career Area
Natural sciences
Market
Cities & development
Category
Permanent
Location
Epsom
Description
To meet our growing project workload and help us design and apply new approaches to our work, we are seeking an enthusiastic Assistant Ecologist to join our Epsom office and become a part of the Londo
Reference
R-114243
Expiry Date
01/01/0001
Author
Ritwi ChatterjeeAuthor
Ritwi ChatterjeeAtkinsRéalis
Talent community
Would you like to know more? Not ready to apply? Join our talent community to stay connected and engaged with us at AtkinsRéalis.
Find out more