Job Description
**Accountabilities**:
The Service Operations Support Analyst will be supporting the ‘run’ of the daily service in the Command Centre areas, including:
- ** Service** **Operations**: From shift handover support the Service Operations Manager with the daily running of the Command Centre Service ensuring that events captured via monitoring tools and processes are analyzed to determine criticality of the issue and then taken forward. Ensure thorough analysis of all incoming priority incidents from Service Desks and that all required information is captured from CMDB and other sources to support speedier resolution. Support the priority incident bridge calls and any in-flight incidents that span across shift-windows, sharing all relevant knowledge and updates during the handover to ensure the resolution continues at pace.
- ** Major Incident**: support the Service Operations Manager and Regional MIM Lead during any ‘war room’ engagements until service returns to normal, including s...
The Service Operations Support Analyst will be supporting the ‘run’ of the daily service in the Command Centre areas, including:
- ** Service** **Operations**: From shift handover support the Service Operations Manager with the daily running of the Command Centre Service ensuring that events captured via monitoring tools and processes are analyzed to determine criticality of the issue and then taken forward. Ensure thorough analysis of all incoming priority incidents from Service Desks and that all required information is captured from CMDB and other sources to support speedier resolution. Support the priority incident bridge calls and any in-flight incidents that span across shift-windows, sharing all relevant knowledge and updates during the handover to ensure the resolution continues at pace.
- ** Major Incident**: support the Service Operations Manager and Regional MIM Lead during any ‘war room’ engagements until service returns to normal, including s...
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