Incident Analyst

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Location: UK
Job type: Permanent
Aircraft type:
Contact:
Sector: Operations
Job Role:

Permanent

Incident Analyst

Information Technology

Whiteley - Hampshire

Specific Job Description

Maintain focus on all Incidents and ensure data quality across all LMUK support groups.
Chair regular review meeting of all LMUK SLA breaches, ensure resolution plans are in place for each open ticket in breach of SLA.
Manage recovery of services during all unplanned service interruptions, communicate regularly both internally to Senior management and externally to customer on resolution activity.
Own Incident process and ensure compliance is adhered to for Audit accreditation purposes.
Produce Incident specific reporting.

Review all change requests and approve on behalf of service management.
Own Change process and ensure compliance is adhered to for Audit accreditation purposes, both for commercial activity and changes within our restricted secure environments.
Ensure additional approval groups and notification alerts are added to change requests where required.
Ensure customer communications are delivered in a timely fashion for all scheduled service interruptions.

Provide monthly operational review / performance reporting to senior management.
Analyse data, trend management, call out highlights and low lights, look for underlying issues or skill gaps.
Provide a uniform dashboard reporting suite to the UK, AU, CA and PZL to allow operational reporting at an International level.
Analyse team performance based on work volume and return to productivity SLA compliance.

Create new CI records for inclusion within the SC CMDB (Configuration Management Database)
Maintain CI records within the SC CMDB.
Ensure data quality within the SC CMDB and adhere for CMDB process as defined by corporate ITSM team.
Utilise the Service Central discovery tool to regularly sweep the LMUK infrastructure for new CI records, assign all new CI records to appropriate groups. (Support (INCs), Assignment (CHG Co-Ordinators), Approval (CHG MGT))
Attendance at SC Discovery meetings as required.
Populate the front end portal with critical alerting information.

Work with external to IT customers to understand their processes and requirements, develop workflows and promote through testing environments to production.

Job Reference Number

2903BR

Employee Type

Full Time

Hours Per Week

9/75

Country

United Kingdom (UK)

Business Environment

Enterprise Business Services (EBS) consists of LMUK IT Services, Payroll, ESH, HR and Finance functions. With employees located throughout the UK, EBS provides UK wide support to the LMUK business areas.

Clearance Required for Role

SC

Graduate, Intern or Apprentice Vacancy?

No

Required skills, qualifications and experience

Service Central experience

IT Incident and Major Incident Manager

IT Change management

Desired skills, qualifications and experience

Service Central experience.

Equal Opportunity Statement

Lockheed Martin recognises and actively promotes the benefits of a diverse workforce and is committed to treating all employees with dignity and respect regardless of race, gender, disability, age, sexual orientation, religion or belief. Discrimination on any of these grounds is expressly forbidden. We therefore welcome applications from all sections of the community.

Job Expires

22/05/2019
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