Technical Analyst

Life on the team 

A fantastic opportunity has arisen for an experienced Technical Analyst to join our well-known IT Infrastructure Services client, focusing on end-to-end incident management on a key contract. The Technical Analyst will be responsible for ensuring governance and vendor alignment to prevent SLA/KPI failures. 

What you'll do

• Manage the end-to-end incident management process, ensuring timely resolution and communication. 

• Provide governance to ensure that all incidents are handled according to established standards and protocols. 

• Monitor vendor performance to ensure alignment with contractual obligations and SLAs. 

• Conduct root cause analysis for recurring incidents and implement preventive measures. 

• Collaborate with cross-functional teams to improve incident management processes and tools. 

• Develop and maintain incident reports, dashboards, and metrics to track performance. 

• Act as the main point of contact for incident escalations and ensure effective communication with stakeholders. 

• Facilitate regular meetings with vendors to review performance and address any concerns. 

• Ensure compliance with internal policies and industry best practices. 

• Participate in continuous improvement initiatives to enhance service delivery. 

What you'll need

• Proven experience in incident management or a similar technical role. 

• Strong understanding of SLA/KPI management and vendor governance. 

• Excellent analytical and problem-solving skills with a proactive approach to solutions. 

• Strong communication skills, both written and verbal, with the ability to convey complex information clearly. 

• Experience with incident management tools and ITIL frameworks. 

• Ability to work collaboratively in a team environment and manage multiple priorities. 

• Strong organizational skills and attention to detail. 

• Adaptable and open to change in a fast-paced environment. 

This role offers an exciting opportunity to ensure high-quality service delivery while advancing your career in a dynamic and supportive team.