POD - Incident Analyst

Job description: The POD Incident Analyst is responsible for leading the
resolution of incidents affecting customer services across a wide range of
Flutter brands. The successful candidate will require an aptitude for
working with a variety of products and services, to undertake analysis,
facilitate and co-ordinate the necessary activities for customer incidents
to be resolved/completed with minimal impact to SLAs, which may range
from straightforward to more complex technical requirements, including
post incident follow-up activities.
Your contribution will have a direct impact to the internal customer
experience as well as the public interface for incident management. You
will be in a position where to building strong relationships with
stakeholders and constantly seeking customer feedback to ensure
adequate service levels.

Key Responsibilities

• End to end ownership of incidents with potential or actual business impact.

• Ensure that normal service operations are restored as quickly as possible whilst

• meeting the required service levels (SLAs).

• Own and manage the progress of customer incidents within Operations, clearly

• recognizing the customer issue and driving to resolution.

• Review and revise processes, policies and procedures on a regular basis to drive

• efficiency and effectiveness within the Production Operations Desk

• Maintain an exceptional level of customer service and experience during any

• engagements with all departments (internal or external).

• Understanding and familiarity with Customers’ services and solutions.

• Provide feedback to appropriate Line Manager on how Incident Management, the

• Service Desk and supporting functions can improve.

• Actively participate as required in meetings (customer, 3rd party, internal).

• Support the Line Manager / Department Manager, undertaking ad hoc/delegated tasks

• of a similar level and responsibility as may be required.

Requirements

• Customer-focused with previous proven experience working in a customer-facing

• role.

• ITIL Foundation certification is an advantage

• Excellent communication skills at all levels, with an ability to convey complex

• problems and to translate technical language into user-friendly information.

• Eagerness to work in and as a team to solve incidents

• Experience with the Atlassian Tech Stack, mainly JIRA and Confluence and/or other

• CRM tools

• Highly motivated, pragmatic and energetic team member, positive, determined and

• driven with a can-do attitude.

• Demonstrable analytical and problem-solving skills and a good understanding of IT

• Service Management process frameworks.

• Technical background with a broad understanding of the majority of the following:

• Firewall and VPN technologies, TCP/IP routing, Network connectivity, Domain

• Names, and DNS Management, Web and Mobile services, Cloud Hosting, VMware,

• Windows, Linux, iOS and Android.