Major Incident and Problem Analyst

What you'll do

What we can offer you
At Specsavers we promise to make you feel good, cared for and smart. Being Great Place to Work accredited for the last three years, this is a great opportunity to join us as we continue our path to not just be great but be the BEST place to work!

We are well known for valuing our people and providing a supportive, driven and inclusive culture. Beyond that, we also have a range of different benefits within the support office, that include:

• Quarterly Bonus Scheme 
• Two free pairs of glasses
• On site free parking
• Birthday leave, Volunteer leave, Paid Parental leave
• Health & Wellbeing programs
• Fully funded Social Club – provides a wide range of activities throughout the year.

The role & team
We are growing and looking for an additional Major Incident and Problem Analyst to join the Major Incident and Problem Management function within the Global Service Delivery area.  This role’s objective is to drive availability and stability of our IT platforms, ensuring fast and safe recovery of IT services by bringing all the right people together to fix any issue.

As a Major Incident and Problem Analyst you will work as a team of three managing P1 Incidents, EV1 events, and proactive P2’s as part of a global 24×7 team. There is a requirement to cover weekends and national holidays, which will result in overtime at an estimated 2 days every 6 weeks, performed with the others in the global team. 

The skills we are looking for

• Effective and timely resolution of high severity incidents and the associated business and IT communications all in accordance with ITIL standards and SLAs. 
• Plan, implement and chair Post Incident Reviews into Major Incidents that occurred
• Perform daily, weekly and monthly trending for problems linked to ongoing business disruption, linking incidents.
• Provide high level support to requests from various areas of the business and investigate and troubleshoot issues. 
• Document all work using required standards, methods and tools, including prototyping tools where appropriate. 
• Implement agreed service continuity in line with business continuity plans for transitioning services
• Identify, rectify and eradicate capacity alerts permanently using effective and agreed process and procedures, working alongside the event management team.
• Managing root cause analysis between technical teams
• Initiating actions to fix interruptions to service caused by errors/faults in the IT application and infrastructure
• Diagnosis of faults and determining whether new incidents are related to known errors or existing problem records.

About Us
At Specsavers we believe a diverse, inclusive, and flexible culture enables our people to bring their whole selves to work and be proud of doing so. When it comes to flexibility, we understand that one size doesn't fit all. Our flexible working at Specsavers enables us to work in ways that support our lifestyle to help us balance our career with the other important things in life.

Creating a great place to work for our people is pinnacle to us and along with our Behaviours is at the core of everything we do, ensuring our people feel good, cared for and smart. We like to think it’s a fun and positive place to work – why not have a look for yourself https://join.specsavers.com/au/department/support-office/ 
 
Applicants for the role are required to have current working rights as per, relevant government legislation.