Your role

As an Incident Analyst you will be based in London and you will be in a highly visible role contributing to Global Relay’s daily service operations in a 24/7/365 environment. With a key focus on the overall continual service improvements for our customers, this role helps drive the incident and problem management processes to success by managing the full life cycle of incidents and major problems.

The Incident Analyst operates with cross-functional coordination alongside Technical Support, Customer-Facing teams, Application Support, DevOps, Engineering, IT Operations and Product Management.

The primary objectives of this role will be Reviewing Incidents and analysing the data content to identify patterns and ensure that standards of content are being adhered to.  The intention of this work is to improve response and resolution times for incidents (and give evidence for those improvements), help to run and enhance an effective problem management process, provide data and evidence to drive a root cause analysis culture while ensuring and supporting teams while they perform post incident reviews and ensuring teams complete root cause investigations.  Additionally, you will be required to perform incident reporting tasks providing evidence of trends with links to the underlying actions.  These will lead to a measurable reduction in incident occurrence, and minimized impacts of incidents that cannot be prevented.

Your job

Act as the main point of contact for ensuring technical incidents are triaged, responded to, and actioned within Global Relay Service Level Objectives (SLO).

Manage new and existing production incidents in our JIRA ticketing system on a daily basis

Coordinate information and updates between appropriate customer facing teams, and the Application Support, Operations, DevOps and Engineering teams on escalated issues.

Provide timely incident updates to customers via our status page, according to our SLO.

Perform incident analysis and report on incident related trends and gaps in existing incident management procedures to the Incident Manager.

Contribute feedback to ensure issues are documented in the form of case notes, KB articles, and a best practice guide for complex cases and ensure that this information is shared with the appropriate Global Relay teams.

Be aware of any upcoming system maintenance, updated procedures, and other critical information; help ensure this is available and up to date for the appropriate teams.

Maintain strong working knowledge of released products and contribute ideas and thoughts on product improvement.

Meet with Development teams and the Application Support team weekly to discuss current issues, coordinate timelines and priorities, and ensure suggested enhancements or action items are viable and planned.

Work with teams to ensure Post Incident Reports are produced immediately after an incident is resolved and where necessary initiate the Root Cause Analysis process where a root cause could not be dealt with in the incident.  You will also be required to complete incident reports to provide to customers.

Contribute to the creation of and updating of incident management processes and procedures documentation.

Attend internal product meetings as training opportunities or provide feedback to provide owners on services and features in development.

Identify internal process / procedural deficiencies and report them to the Incident Manager.

About you

• 3+ years of technical experience in an Escalation / Incident Management role, SaaS implementation or similar role.
• 5+ years of experience in customer facing assistance roles.
• A knowledge of JIRA and Excel would be useful.
• Experience from a Dev/Ops or system design role may be beneficial.
• A strong understanding of Service Management ITIL 3 or ITIL 4 would be beneficial.
• The position requires strong communication skills to manage escalations, incidents, and problems, liaising cross-functional relationships, and processes throughout the company.
• Strong ability to collaborate, build consensus, and help drive technical decisions with various stakeholder groups
• Confident enough to voice your opinion and ask questions without being abrasive.
• Ability to learn new technical concepts quickly and translate and communicate to a broad audience with varying degrees of technical expertise.