The Incident Response Group (IRG) is a key team within Service Desk responsible for the incident management and other ITIL processes.  The Incident Response Group Analyst delivers improved client experiences by managing the end to end incident management process and identifying and fixing process gaps, with the aim to deliver faster response times and quicker resolutions. 

The Role

Providing support to Service Desk Analysts and acting as the primary escalation point for incidents that the Service Desk cannot resolve Performing secondary triage activities to validate incident priority, urgency and business impact Determining the correct resolution group for all tickets that cannot be resolved by the Service Desk team Initiating the critical/major incident management processes Identifying training opportunities and provide upskilling training activities to Service Desk Analysts  Performing ticket data quality checks, escalating and supporting the mitigation of any issues found Reviewing all open incidents (incident lifecycle management) and identifying additional actions that are needed Participating in post incident reviews as required Participating in other ITIL processes, from and end to end perspective, and helping identify potential improvements Acting as a scribe in critical/major incident management activities Acting as a Deputy Incident Commander

The Requirements

Bachelor's degree in information technology, engineering, or a related fieldStrong ITIL knowledgeStrong background and experience in any role that involves incident managementAt least three (3) years’ experience working in IT service management, or other role engaging with the ITIL frameworkExperience working with ITSM toolsGood people skills and ability to collaborate with team membersAbility to analyse a high volume of technical data and work in a fast-paced environmentStrong client facing skillsFamiliarity with Microsoft products and services; including knowledge of AzureFamiliarity with other cloud servicesExcellent organisational skills and the ability to work with limited supervisionExcellent communication, problem solving and analytical skillsAmenable to being on-call

Other highly desirable skills are:

Experience or involvement in project work alongside normal incident manager or critical/major incident manager dutiesKnowledge of Office (Excel), including using VBAEducated to degree levelAzure/AWS certificationsITIL qualificationsInterest in latest technologies outside the working environmentKnowledge of the Insurance Industry and Financial Risk software (not mandatory)

WTW is an Equal Opportunity Employer