Incident Analyst - Remedy/ITIL

London (Central)
£300.00 - £335.00 per day
11 Oct 2016
19 Oct 2016
Incident Analyst - Remedy/ITIL - Public Transport Body - Immediate Start Your new company One of the largest Public Transport Bodies in London. Your new role Incident Analyst - Remedy/ITIL - 24/7 What you'll need to succeed The role holder will manage all activities necessary to respond to, record and resolve incidents, events or performance degradation, relating to Revenue Collection Services and Systems, ensuring that the relevant support group(s) undertake restoration and root cause analysis activities, in line with the Contracted SLAs. Being accountable for the coordination of communications in a multi stakeholder environment, providing and single point of contact, escalation and communication for the whole department and the revenue collection system, in relation to Change, Incident, Release and Problem. The role is multi faceted requiring the individual to be able to make appropriate technical and commercial assessments whilst monitoring the delivery of services of a revenue collection system collecting circa £3Bn revenue per annum and providing services to customers 24 hours per day, 365 days per year. The revenue collection system is comprised of multiple technologies across different modes of transport, with services provided in house by the client and a number of third parties against defined SLA's and commercial terms. Knowledge Good knowledge of the structure of London's public transport systems, stations, ticketing products, fares and revenue collection systems Technical qualification or broad experience in managing complex IT Services Strong commercial acumen interfacing with contracted third parties delivering services to agreed SLAs / OLAs A good working knowledge of IT infrastructure, architecture and applications In depth knowledge in ITIL environment for all service management processes and principles with particular focus on incident and problem management processes. Broad knowledge of working within a multi supplier environment for both infrastructure and production systems. Basic knowledge of bank card transactional processing systems and associated Payment Industry Rules & Standards. Broad knowledge of customer facing and in-house infrastructure and technology, particularly associated with public transport operations/delivery. Experience Extensive experience of working within a Service Desk operating a 24x7 shift pattern managing complex IT Technical Services in a customer centric environment. Broad experience of collecting, reviewing and interpreting performance data, initiating action where necessary, and reporting to management. Proven experience of carrying out first time fixes and working within service level targets to delivering to time, and quality, in a multi modal transport environment Experience of operating in a dynamic working environment, handling multiple tasks and deadlines, delivering to time, and quality, in a multi modal transport environment Proven experience of using industry recognised service management tools Experience of both working in and contributing to a team based environment and being able to work on own initiative. What you'll get in return You will get the opportunity to work for an innovative and ever-changing company What you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career. Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at This job was originally posted as

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