Your New Role

We are recruiting for Senior ITIL Event Analyst's to join Technology Performance and Availability Management (TPAM) in the Digital Service directorate.

Digital Service are transforming how we support digital, data and technology services across National Highways, covering both our operational and corporate technology estates. One key supporting function is that of the Technology Performance and Availability Management (TPAM) within Service Operations.

The purpose of Senior ITIL Event Analyst's role is to provide actionable insights that increase operational efficiency, and improved service delivery. You will support the establishment of the Technology Performance and Availability Management (TPAM) function. TPAM will play a crucial role in helping ensure that the digital services we provide to road users and operational colleagues are fit for use. It will ensure that services and service components are methodically monitored and managed.

If you want to make a difference and collaborate with dedicated individuals to provide innovative solutions for our Operational Services, this is your chance to be a part of a team that will transform how we measure, monitor and manage the performance of our operational technology.

The preferred location for the role will be in our Birmingham office, however requests for alternative locations will be considered. You will be required to attend the office around 2 days per week but will require flexibility as the role can require travel to other offices and sites.

What you'll be leading on

• Develop a working knowledge of the stakeholders and architecture of the digital service and asset configuration framework for performance and availability of operational services so that it can be developed. Build relationships to support collaboration to ensure all necessary actions are taken.
• Overseeing the monitoring, event management and performance and availability management capability as directed by the Head of TPAM. Support the identification of business information needs developing and maintaining a framework that facilitates the monitoring, correlation, triage, and action of events/triggers across various digital services.
• Make use of audience appropriate data visualisation and presentation techniques to provide the best insights in meaningful ways.
• Support activity to ensure services have technology performance and availability data, down to the asset level.
• Contribute to the continuous improvement of TPAM practices to increase confidence in the reporting being delivered by the team. Provide assurance as to the provenance, quality and confidence in the data presented in reports.
• Support review of the root causes of performance and availability issues. You will lead or support review groups, such as Insight Forums, with relevant Service Delivery Managers and Resolver Groups. Additionally, you will conduct trend and performance analyses to identify any underlying infrastructure issues.

To be successful you'll need

• To be able to demonstrate a background and understanding of ITIL event management and associated reporting/monitoring tooling (eg Service Now Remedy, Splunk, Power BI).
• Able to engage effectively with a variety of stakeholders in a variety of forums in a structured and non-structured technical delivery environment.
• Experience leading in a performance and analytical capacity in large, complex organisations.
• Data driven thinking, problem solving and analysis with the ability to simplify complex issues and look for practical applications.
• Experience of a strong collaborative approach managing colleagues and partners to ensure desired business outcomes are delivered.

A bit about us

The Digital Services Directorate is a growing and vibrant team and there has never been a better time to join us as we go through our transformation programme. We are helping to transform the way National Highways operates by delivering digital, data and technology services from frontline to back office, in a modern and efficient way.​ Our vision is to develop integrated information and technology that empowers our colleagues and provides real time information to our customers, integration with intelligent vehicle and transport systems as they develop, to improve journey safety and reliability.