IT Service Availability Analyst

Excellent opportunity to join Admiral's IT Service Availability Team as an IT Service Availability Analyst. 

About the role

As a member of the IT Service Availability Team, you will be responsible for the management and analysis of Incidents, Problems and Risk Events. You will be tasked with minimising interruptions and major incidents, managing incidents in line with agreed processes, service levels and KPI’s, resulting in the restoration of normal service, quickly efficiently and professionally with minimal impact to customer service. You will facilitate root cause investigations and manage the implementation of corrective and preventative measures.

Main Duties

• Manage incoming major incidents, analysing them to understand their impact and priority.
• Coordinate fault resolution with technical teams, minimising system downtime
• Communicate regular major incident updates to stakeholders
• Facilitate and coordinate technical meetings for major incidents and problem investigations where the root cause is unknown or complex
• Lead and facilitate post incident reviews, documenting outcomes and actions
• Analyse incidents to determine whether new incidents are related to existing problem records
• Perform trend analysis and produce reports to demonstrate where possible repeat incidents are occurring across the organisation
• Raise and prioritise problem records
• Manage root cause analysis between technical teams through to resolution
• Obtain regular updates of ongoing problem investigations
• Communicate accurate and timely problem updates to stakeholders
• Measure and report key metrics for the Problem Management process to help drive Service improvements
• Raise and manage IT Risk Events
• IT DR Planning and Testing
• On call as part a Rota

Behavioural Competencies

Professional Expertise

-Possess the ability to make effective and informed decisions

Initiative and pro-activity

-Demonstrate an ability to seize opportunities without waiting for an event or having to be told

Planning and Organising

-The ability to develop clear, efficient, and logical approaches to work.

Analytical Thinking

-The ability to tackle issues and problems in a logical, step-by-step way.

Customer Focus

-The ability to understand the needs and priorities of customers (inside and outside the organisation) and the desire to meet their expectations.

Why work for us?

Admiral has many benefits but further to that you will also benefit from:

• Working with a top-class team
• Working on exciting challenges to maintain Admiral’s competitive advantage
• Playing a central role in shaping and enabling Admiral's digital ambitions
• Be given the flexibility to work in the way that allows you to give your best
• Work in an open and accessible department
• Know that you are working for a department who regularly take part in charitable events

Salary, Benefits and Work-Life Balance

We do not have a set salary for this position, as it will be dependent on the successful candidate’s experience. We are happy to see CVs from all candidates who meet the requirements and will be happy to discuss the remuneration package.

At Admiral, we are proud to be a diverse business where we put our people and customers first. We have great benefits to ensure employees have a great work-life balance; it's one of the reasons we're consistently voted one of Sunday Times Best Big Companies to Work For in the UK. We want you to have an element of freedom to define a working lifestyle that supports this, so accommodate flexible hours wherever possible.

You can also view some of our other key benefits here; https://admiraljobs.co.uk/employee-benefits/.

#LI-HH1