Incident Analyst – MIM

Company Description

Sutherland is an experience-led digital transformation company that can help your business achieve non-linear growth by delivering exceptionally engineered experiences for your (very human) customers and employees. We do this by combining human-centered design with the scale and accuracy of real-time analytics, AI, cognitive technology and automation.

We are seeking an organized and goal-oriented person to join us as an Lead - Infrastructure. We are a group of driven and supportive individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!

Job Description

Manage the lifecycle of all Major Incidents and function as the single point of contact (SPOC) during end-to-end management of all IT priority1 incidents between the resolver groups and the internal/external stakeholders.

• Leveraging technology to issue all communications and providing key stakeholder management
• Leading, driving, facilitating and chairing all investigation activities, meetings, and conference calls
• Forming collaborative action plans with specific actions, roles and deadlines, and ensuring these are completed
• Matrix management of people, processes and resources – including resolving conflict to move forward to resolution
• Being accountable for resolving the outage via workaround or permanent fix
• Ensuring all administration and reports are maintained and up-to-date, including contacts information, technical diagrams, post major incident reviews
• Supporting and nurturing process improvements and knowledge base improvements
• Continually maintaining and developing tools and resources to manage major incidents effectively
• Providing periodic major incident metrics reports

Person Specification

• Excellent listening skills.
• A willingness to problem solve.
• Strong verbal & written communication skills.
• Resilience - being able to handle complaints from customers.
• The ability to work as part of a team.
• Be self-driven & pro-active.

Essential

• Good organization skills including the ability to prioritize workload within agreed parameters
• Ability to communicate effectively in writing and verbally, adapting style to suit the audience
• Ability to understand and demonstrate commitment to Sutherland’s Major Incident Policy and to ensure all activities are consistent with it

Desirable

• Experience in leading projects and motivation of others.
• Excellent coordination skills: managing complex IT technical investigations.
• Excellent ability to organize, present, moderate management teleconferences in a structured manner.
• High degree of initiative, responsibility, reliability and proactive action.

Qualifications

• Should have a minimum of 4 years experience with IT Incident management role. 

• Excellent coordination skills: managing complex IT technical investigations.

• Excellent ability to organize, present, moderate management teleconferences in a structured manner.

• High degree of initiative, responsibility, reliability and proactive action.

• Good organization skills including the ability to prioritize workload within agreed parameters

• Ability to communicate effectively in writing and verbally, adapting style to suit the audience