Major Incident & Problem Analyst at Coforge, London, £Contract Option

  • Contract Spy
  • London, England, United Kingdom
  • May 09, 2022
Duration not stated

Contract Description




Role : Major Incident & Problem Analyst

Permanent and Contract inside IR 35

Start date: ASAP

Location: London


Major Incident & Problem Analyst


Job Responsibilities and Duties:

  • Assist with high priority incidents up to and including resolution.
  • Assess business impact and urgency and declare Major Incident as per guidelines.
  • Able to accurately document the recovery process of all Major Incidents.
  • Be involved with the Incident Review phase, planning meetings and documenting actions.
  • Assist with root-cause analysis, suggesting logical solutions / workarounds.
  • Help to identify and implement service improvements in both functions.
  • Manage and update Incident & problem tickets to a high standard.
  • Engage Support teams to help restore services as quickly and efficiently as possible.
  • Identify potential Major Incidents and escalate when appropriate.
  • Follow and comply with the documented communication plan for Major Incidents.
  • Follow Problem Management process as part of the Post Incident review phase.
  • Help to produce reports that provide key metrics for Incident and Problem management.
  • Assist with the proactive identification of potential issues, via trend analysis of open tickets.
  • Work with Change Management to ensure all Changes are documented appropriately.
  • Provide input to security policies and processes when required.
  • Work as part of one Technology team, with colleagues around the globe.


Skills and Qualification:


  • A minimum of 3 years of experience in a Service Management or similar position.
  • Capable of prioritizing issues and multi-tasking to a high level.
  • Confident in carrying out all role requirements with minimal supervision.
  • Experience with using Excel, PowerPoint, Teams.
  • Strong written and oral communication skills.
  • Ability to multitask and work effectively in a fast paced, dynamic environment.
  • A good general understanding of Infrastructure and Application technologies.
  • Able to generate and carry out analysis of reports to a high standard.
  • ITIL Foundation certified.


  • Bachelor degree in computer science or a similar field.
  • The ability to identify and develop solutions to problems or possibilities.
  • Strong experience of ServiceNow.