Incident Management Analyst – Mastercard Remote Jobs Peterborough

Overview

Position Title:Incident Management Analyst

Company: Mastercard

Location: Peterborough, UK

Job Description

Mastercard is a global technology company in the payments industry. Our mission is to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart, and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments, and businesses realize their greatest potential.

Responsibilities:

• Raise awareness of the Incident Process and provide refresher sessions and training sessions for New Starters.
• Day to day management and delivery of the Incident Process, ensuring monitoring, awareness raising and compliance of the overall Incident Management Process, escalating issues to the Incident Manager wherever necessary, in order to feed back into the Continual Improvement Process.
• Maintenance, review and distribution of key components of the Incident Process such as trend analysis reporting, KPI and SLA statistics to various stakeholders both internally and externally to Customers and Schemes.
• Preparation of Management Information for all aspects of the Incident Process, when required. Analysis of the information to ensure continual improvement of the Incident Process.

Requirements:

• Problem management – Should be able to initiate and monitor actions to investigate patterns and trends to resolve problems, including consulting specialists where required.
• Business Knowledge – A good working knowledge of general Business Practice, preferably in the Banking industry.
• Tools – Proven experience in the use of an ITIL Compliant Service Management Tool, with the ability to develop and support ad hoc reporting requirements. Experience in the use of supporting tools such as Visio, and MS Office.