Overview

AtkinsRéalis has recently defined the IT Services organisational strategy in support of which IT Services is transforming to revolutionise the way it provides services to the organisation, moving from a BAU focus to a business value-driven organisation. Key concepts include moving to digital products; adopting agile across the organisation; leveraging the Cloud; standardising IT services across all our IT partners; and a focus on support for bids and delivery.

This role will report to the Problem, Major Incident Manager, and have operational responsibility for the Major Incident, high-priority incident, escalation and managing P3 incident.

Your Role

Roles & Responsibilities

ITIL v4 Foundation certification
At least 8- 10 years' experience of ITIL Service Management principles and processes
Proven experience of managing incidents (within an ITIL aligned enterprise)
Experience with Service Desk tools; preferably ServiceNow with relevant processes
Knowledge of Networking, Server, Voice, and Communications Infrastructure
Skilled in core O365 applications




Awareness of Infrastructure and Technology, sufficient for troubleshooting techniques
Significant infrastructure and technology experience
Experience of Internet Web Services
Awareness and appreciation of Service Management best practices. Seek opportunities for improvement (CSI)
Proven experience with communicating with senior SLT and/or stakeholders.
Skilled in influencing others

Desirable

ITIL Practitioner/Service Operation certification
Experience of working in a high-pressure setting
Experience of working within a multi-cultural environment
Flexibility for travelling to other offices (globally)

About You

Qualifications & Skills

Manage the daily activities of the teams.
Responsibility for recruitment, training, objective-setting, and performance development reviews for team members
Create a performance culture throughout the teams.
Support and maintain Major Incident, high-priority incident an

📌 Major Incident and Escalation Analyst (Bengaluru)
🏢 AtkinsRéalis
📍 Bengaluru