British CouncilHiring for Senior Analyst Incident & Service Request at Noida, Uttar Pradesh Full Time

Location: Noida, South Asia, IN

Company: British Council

The British Council builds connections, understanding and trust between people in the UK and other countries through arts and culture, education and the English language.

We work in two ways – directly with individuals to transform their lives, and with governments and partners to make a bigger difference for the longer term, creating benefit for millions of people all over the world. We help young people to gain the skills, confidence and connections they are looking for to realise their potential and to participate in strong and inclusive communities. We support them to learn English, to get a high-quality education and to gain internationally recognised qualifications. Our work in arts and culture stimulates creative expression and exchange and nurtures creative enterprise. We connect the best of the UK with the world and the best of the world with the UK.

These connections lead to an understanding of each other’s strengths and of the challenges and values that we share. This builds trust between people in the UK and other nations which endures even when official relations may be strained. We work on the ground in more than 100 countries. In 2019-20 we connected with 80 million people directly and with 791 million overall, including online and through our broadcasts and publications.

Job Title: Senior Analyst – Incident & Service request

Purpose of job:
The Incident Analyst coordinates activities to restore service via the major incident management and ensures that the processes defined are followed to record, respond and resolve incidents and to fulfil service requests.

The Incident analyst will take responsibility for Quality monitoring and reporting of normal priority incident tickets, Provide Incident management training to the resolving groups, identify process gaps and highlight them to the Incident and Service Request Manager and follow up with resolving groups to ensure process compliance.

The incident analyst will also be responsible to develop the Service Request catalogue and ensure its effective operation. To identify and automate the workflow for frequently requested tasks at the Global Service Desk.

Experience areas:
Coordinate and facilitate with resolving groups and service desk on Incident & major incident management process.

Experience in analysis of incidents for identifying process gaps and resolution of assignment disputes.

Review of the Call logging instructions at Service Desk for affective process management.

Experience in development and management of Service requests catalogue.

Capable of understanding and communicating technical issues with resolving groups/ non-technical colleagues. Immediately responsible for maintaining agreed service levels.

Experience in development and management of Service requests catalogue.

Strong communication skills

Strong analytical and problem solving skills

Strong interpersonal skills to interact with customers and team members

Intermediate level experience working in IT with at strong experience working in the Incident and major incident Management field specifically on Quality Analysis on tickets.

Knowledge of:
Essential

Autonomy

Works under general direction within clear framework of accountability. Exercises substantial personal responsibility and autonomy. Plans own work to meet given objectives and processes.

Influence

Influences team and specialist peer internally. Influences customers at account level and suppliers. Has some responsibility for the work of others and for the allocation of resources. Participates in external activities related to own specialism. Makes decisions which influence the success of projects and team objectives.

Complexity

Performs a broad range of complex technical or professional work activities, in a variety of contexts.

Business Skills

Selects appropriately from applicable standards, methods, tools and applications. Demonstrates an analytical and systematic approach to problem solving. Communicates fluently orally and in writing, and can present complex technical information to both technical and non-technical audiences. Facilitates collaboration between stakeholders who share common objectives. Plans, schedules and monitors work to meet time and quality targets and in accordance with relevant legislation and procedures. Rapidly absorbs new technical information and applies it effectively. Has a good appreciation of the wider field of information systems, their use in relevant employment areas and how they relate to the business activities of the employer or client. Maintains an awareness of developing technologies and their application and takes some responsibility for personal development.

Accountabilities, responsibilities and main duties:
(including people management and finance)

Incident Process Management

Supporting the delivery of the Incident and Service Request Management process

support staff performance of Incident and Service Request Management (ISRM) coordinated

incidents tracked through the Service Management tool (Major Incidents and P1)

assistance provided on escalations including moving an Incident from Active to Technical

review to Management review level

resolution agents/ owners assisted through the Incident & Service Request Mgmt process

coordinating vendors and resolving groups through the ISRM Process

possible Problems detected and flagged to the Incident & Service Request Manager

Ensuring process compliance with the resolving groups including Global Service Desk

Monitoring of Incidents for ticket quality and follow-up with resolving groups.

Work required involves coordination with GSD and review of the Call logging instructions on a regular basis

Major Incident Management

Delivery of Major Incident Management for British Council

Perform Duty ISR manager role to validate a suspected major incident with the service line owner, user or site reported and validate it as major incident/standard incident.

Deploying and directing resources during the Major Incident to ensure all appropriate resources are engaged and that restoration efforts are properly prioritized.

Communications for the affected users that includes Senior stakeholders & management

Leading Daily Major Incident conference call

Co-ordinating the response to the Major Incident through to a confirmed resolution.

Liaising with Major Incident Managers/ Incident Teams/Service Manager within vendors.

Co-ordinating management and vendors escalation activities.

Confirming that a Major Incident has been resolved.

Preparing MI review report and participating in the MI reviews.

Continually evaluate lower priority incidents for business critical services to determine if they need to be raised to a higher priority.

Service Reporting and Continual Service Improvement

Monitor service delivered by the team for all Customers being served

Metrics reports produced.

any investigative/corrective action required identified

management information and metrics provided on IT service quality and Customer satisfaction and services monitored accordingly

action plans monitored to ensure continuous service and process improvement

Service request mgmt. & business analysis

Develop & manage the Service Request Catalogue

Design new Service requests using various analysis techniques like feedbacks received, interviews, requirements workshops, surveys, business process descriptions, and analysis of logged incidents.

Analysis of information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding

Proactively communicate and collaborate with external and internal customers to analyze information needs and functional requirements

Develop requirements specifications according to standard templates

Management of all service request workflows

Marketing of service request catalogue.

Professional development

Agree own development plan as part of Individual Performance Agreement process with Line Manager

Qualifications:
University Graduate

ITIL Service Management Foundation Certificate

Further Information

Pay Band – 6

Contract Type – Indefinite

Department/Country- GIS/ India – Noida

Closing Date – 22/Oct/21

Other Requirements – Must have rights to work in India

A connected and trusted UK in a more connected and trusted world.

Equality Statement

The British Council is committed to a policy of equality and to valuing diversity and is keen to reflect the diversity of the societies in which we work at every level within the organisation. We welcome applications from all sections of the community. We aim to abide by and promote equality legislation by following both the letter and the spirit of it to avoid unjustified discrimination, recognising discrimination as a barrier to equality of opportunity, inclusion and human rights. All staff worldwide are required to ensure their behaviour is consistent with our policies.

The British Council has Disability Confident Employer Status. We offer a guaranteed interview scheme for disabled applicants who meet the essential criteria for the role. Applicants are encouraged to highlight any specific requirements or adjustments needed to enable participation in the recruitment process.

The British Council is committed to safeguarding children, young people and adults who we work with.

We believe that all children and adults everywhere in the world deserve to live in safe environments and have the right to be protected from all forms of abuse, maltreatment and exploitation as set out in article 19, UNCRC (United Nations Convention on the Rights of the Child) 1989.

Appointment to positions where there is direct involvement with vulnerable groups will be dependent on thorough checks being completed; these will include qualification checks, reference checks, identity & criminal record checks in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children.

If you have any problems with your application please email askhr@britishcouncil.org

Please note: Applications to this role can only be considered when made through the Apply section of our careers website. Our ‘ASK HR’ email is only to be used in case of a technical issue encountered when applying through the careers website. Emails with supporting statements and CV/Resumes sent to this email address will not be reviewed and will be deleted.