Analyst Tech Service Management

Key Responsibilities

• Lead the execution of best-in-class practices for the major incident management (MIM) response team.
• Ensure the quality and effectiveness of MIM processes, ensuring compliance with related procedures, data models, policies, and technologies.
• Manage the rapid response for major incidents, ensuring proper execution across IT teams, vendors, and stakeholders.
• Oversee the communication lifecycle for major incidents, ensuring timely, accurate, and clear updates through appropriate channels.
• This includes communication with senior executives (e.g., CIO, CTO, SVP, VP).
• Collaborate with Executive Leadership to provide guidance and recommendations on major incident responses, as needed.
• Cookordination with Service Desk(s), Command Center, Service Delivery teams, suppliers, and Infrastructure/Application support teams for seamless execution of major incidents.
• Maintain adherence to ITIL standards, ensuring that governing, monitoring, and assessment processes are continuously followed.
• Proactively identify trends and potential issues in the environment, collaborating with IT functions to implement preventative measures.
• Drive continuous improvement initiatives, focusing on optimizing supplier performance and collaborating with IT Operations to improve business outcomes.

Required Qualifications

• Bachelor's degree in Computer Science, a technical field, or Business Administration.
• Equivalent certifications/experience will be considered.
• 3+ years of experience in a relevant technical or incident management role, with experience leading teams.
• Proven ability to manage and execute mid to large projects independently, from initiation to closure.
• Experience in developing, maintaining, and enforcing policies, procedures, standards, and guidelines.
• Strong understanding of IT infrastructure and application operations.
• Excellent analytical, leadership, and presentation skills, with the ability to communicate effectively at all levels of the organization.
• Ability to manage priorities and drive issues to resolution, ensuring timely delivery of tasks and objectives.
• Familiarity with both Waterfall and Agile development methodologies.

Preferred Qualifications

• Postgraduate degree or advanced training/certifications in relevant fields.
• 2+ years of experience working with Agile teams and in a Product/Platform-based operating model.
• ITIL v4 Foundation certification.
• Retail or grocery industry experience is a plus.
• Up-to-date knowledge of current IT trends and innovations.
• Previous experience in Major Incident Management at a mid- or large-sized organization.