Business Incident Specialist (UK Hours) at MRI Software

Position Overview:

• MRI Software is currently looking for a dynamic Problem and Incident Management Specialist to join our EMEA Client Support team and manage the lifecycle of all unplanned interruptions in our software and MRI hosted environment.
• We are looking for an individual that is eager to get experience within a corporate software company, working on a range of MRI Software solutions.
• You will assist clients and our support agents with serious and critical incident management in the MRI hosted environment as well as the product itself, working with client contractual SLA’s as well as MRI internal SLA’s.
• MRI Software will rely on you to listen to and empathise with our clients and use your troubleshooting skills, technical know-how and creativity to meet their needs and deliver a consistent, professional experience.

Job Overview:

• Drive Incident management activities during critical outages along with stakeholder communication during outages
• Perform root cause analysis (RCA) and lessons learnt, and prepare RCA reports for critical incidents
• Ensure that actions identified in the RCA and lessons learnt are followed up
• Analyse data for trends in Incident and Problems and drive towards reduction in recurring issues
• Prepare monthly management reports for both internal purposes and for client facing as required
• Strive towards making Incident and Problem Management process robust and efficient

Requirements:

• At least 2 years’ experience of working in incident/problem management
• Strong knowledge of ITIL principle, preferably with ITIL v3/v4 Foundation certification
• Excellent communication skills and customer service ethos
• Ability to work in a fast paced environment
• Strong collaboration skills with experience in working with application development and infrastructure support teams
• Basic understanding of industry standard technologies and infrastructure such as Networking, SaaS, Databases and Virtual Infrastructure
• Strong organization and time management skills
• We’re obsessed with making this the best job you’ve ever had! 
• We want our teams to love working here, so we’ve created some incredible perks for you to enjoy: 
• We want our staff to love working here, and so we’ve created a few unique perks such as office breakfasts, quarterly lunches and virtual social events.
• Additionally, we value your input in your employee experience and have employee-led groups such as our DEI committee, employee resource groups such as Women and Allies, and our Pride Event Group 
• Have confidence in your health with our offered Medical Aid Scheme.  
• Invest in our competitive Personal Pension plan and help set you up for your future. 
• Big on family? So are we! Here at MRI Software we recognise that your family is important, and being able to spend quality time with your family as it grows is a wonderful experience.
• Therefore, the MRI Software Parental Leave benefit is designed to give you the opportunity to spend time with your new arrival(s).  
• Enjoy a fantastic work-life balance with 25 days of annual leave plus public Holidays, in addition to a bank of 16 hours of "Flex Time Off" to be used whenever and however you choose!
• Further your professional development with our Tuition Reimbursement Schemes  
• Enjoy the flexibility of working from anywhere in the world for two weeks out of the year!