This vacancy is now closed

 

About the role

Your role as Incident Management Analyst will be to mitigate risks, identify and monitor technical incidents to drive resolution within our Customer Services department. This is a great opportunity to play a key role in supporting with system improvements and providing action plans to address the impacting ability to serve customers.

In addition, you will ensure the business and customer impacts of incidents are understood, and ultimately support in preventing incidents occurring. 

 

Key areas of accountability will include:

  • To support collaboration across the business and I.T teams to resolve incidents quickly
  • Deliver efficient and effective processes that also drive improvement in system design and performance and ultimately prevent incidents occurring
  • Manage and track incidents including trend identification
  • Working with business teams and I.T teams to drive accountability for resolution of incidents
  • Facilitation of incident prioritisation and escalations where required
  • Reporting on data gathered and to impact access incidents from both a business and customer perspective
  • Provide & deliver reports, presentations & analysis of data as necessary
  • Co-ordinate the completion of RAIDO logs
  • Deliver excellent customer service and continuous improvement.
  • Coordinating and facilitating action plans to drive analysis, root cause and resolution of incidents, constructively challenging views and decisions to ensure outcomes are met
  • Lessons learnt planning and facilitation with business and I.T

 

To be successful in this role you will have the following skills and experience: 

  • Ability to drive analysis, reporting and insights to contribute to making informed business decisions
  • Good stakeholder management experience at all levels
  • Essential experience working with SAP (ideally C4C) and core business systems
  • Previous incident management and reporting is highly desirable
  • Strong data analysis skills with ability to identify trends
  • Experience with RAID management

 

What’s in it for you! 

This role is all about delivering efficient and effective processes that also drive improvement in system design and performance to ultimately prevent incidents occurring. 

The role is varied, giving you the opportunity to take responsibility and ownership, to think outside the box and to have thoughts and ideas used to create and improve processes.This is a great opportunity to contribute to making improvements - our team thrive on being challenged and ensuring that we deliver the best outcomes for our customers and our business.

Our competitive salary package includes an excellent contributory pension, 26 days holiday per year increasing to 30 with length of service and a wider benefits scheme. This includes an annual pay review, season ticket loans, voucher scheme giving you money off in major retail outlets, loyalty awards for continuous service plus much more, including our referral scheme, where you can receive £750 for helping someone get a permanent position within the company.  

We’re also proud to be here for our local community, offering everyone two days paid volunteer leave a year, as well as proudly supporting a lot of local events and charities.   

Click here to find out more about working at Thames Water 

 

About us: 

Thames Water is the UK’s largest water and wastewater company. We make a daily difference to millions of customers by supplying 2.7 billion litres of world-class water to around 10 million homes.   

As our world changes, the need to take care of our most precious resource is greater than ever, both locally and globally. That’s why, at Thames Water, every one of our actions, big and small, matters every day. Water is essential to daily life, and that means our business is always open. We’re passionate about providing world-class tap water, now and for the future. 

We’re also turning waste into power, self-generating 20% of the energy we use and, in turn, doing our bit for the planet. We’re reducing plastic waste by celebrating our tap water and rolling out an ambitious water fountain project. We’re using our voice to lobby for change and partnering with WaterAid to provide clean water to the world’s poorest communities. 

Together, we’re building a better future for our customers, our region and our planet. 

Thames Water is a unique, rewarding and diverse place to work. If you join our team, you’ll enjoy fast-tracked career opportunities, flexible working arrangements and unparalleled benefits. We’re also proud to be an equal opportunity employer, Stonewall Diversity Champion and Disability Confident Leader, welcoming individuals from all walks of life and leading the way with award-winning mental health and well-being strategy.