Team Lead Senior Incident Analyst PRE - ATRIAS

Detailed Responsibilities and Skills

Additional Responsibilities

• Apply SQL CMS knowledge: 2lis analysts need to have good knowledge of SQL and need to know (or build knowledge) on the CMS database structure and linked applications to be able to analyse incidents correctly.
• Handle incidents problem pre-analysis: The focus of the 2Lis analysts is on incidents, workarounds & pre-analysis of problems. If needed by Atrias they can extend into Problem & Change analysis to aid different teams in Atrias.
• Collaborate with linked teams: Work in close collaboration within the 2Lis team, but also with other linked persons & teams: the problem & change analysts, the IT vendor team for recovery and Service, the Atrias Functional Domain Leads, the Atrias resource manager and the Atrias Service Delivery Manager.
• Deliver status reporting: Deliver status reporting.
• Follow onboarding offboarding procedures: Onboarding and Offboarding procedure has to be followed for new/leaving resources.
• Coordinate team delivery: This individual request forms part of project request 'ATR-PR-0000000030 - 2Lis Incident Analyst Team PRE'.
• Coordinate team delivery: The supplier must submit a proposal for each of the requested profiles. Failure to do so will result in the project proposal being considered non-compliant with the project request, and all submitted proposals will be rejected on those grounds.
• Coordinate team delivery: We foresee the following profiles in the team. Not all profiles will be required from the start, but can be activated upon request (see also up- or downstaffing point): o ATR000307 - Junior Incident analyst – start with: 4 o ATR000308 - Medior Incident analyst – start with: 2 o ATR000311 - Senior Incident analyst – start with: 1 o ATR000312 - Senior Incident Analyst Team Lead: 1 o ATR000313 - Expert Incident analyst – not requested yet, can be activated later.
• Coordinate team delivery: The Senior Incident Analyst Team Lead acts as the team coordinator. This coordinator will also focus on making sure the entire 2Lis team (there can be other resources added to the team - internal or external) is working according to the same operational agreements, quality and will align with the Domain Lead and Service Delivery Manager.
• Coordinate team delivery: We expect to start with a team of 8 FTEs for an initial period of 2 years. This represents approximately 220 man-days per person per year (440 man-days per person over the initial 2-year period). The assignment may be extended annually, subject to a decision before the end of October each year, up to a maximum total duration of 6 years.
• Coordinate team delivery: We expect to start with 8 FTE for a period of 2 years (a 220 MD/pp in one year – so 440MD/pp). The assignment can be extended every year (to be decided yearly before end of October) – with a maximum period of 6 years in total.
• Coordinate team delivery: During the assignment there can be some changes in team composition depending on the workload. An up- or down staffing of the team, taking into account sufficient notice of 1 month, should be feasible.
• Coordinate team delivery: During the assignment there can be changes in the team seniority mix depending on the need.
• Coordinate team delivery: The team can be expanded upon request of Atrias to a maximum of 13 FTE (Expert, Senior, Medior or Junior) if the workload requires it.
• Coordinate team delivery: Atrias can add specific resources to the team when needed (internal or external).
• Coordinate team delivery: Hand-over and training for a new resource will have to be organized by the team.
• Coordinate team delivery: The provider is asked to ensure the stability of the proposed team throughout the duration of the assignment, minimizing changes to team composition.
• Coordinate team delivery: The supplier agrees to these conditions and undertakes to facilitate any upscaling and downscaling requirements within a reasonable timeframe.
• Coordinate incident resolution: recover incidents or create workarounds where possible, detect/pre-analyze problems, and coordinate IT-vendor and market-party resolution through transaction hub bilateral or DGO Opera multilateral meetings.

General skills

• Proven functional analyst experience: 5 years, senior. Explicitly NOT mandatory for this request despite the skills-table label; retained as a non-mandatory listed skill.
• Candidate holds the ITIL Foundation Certificate
• Candidate holds the Scrum master or Product owner Certificate
• Good knowledge of the second national language (level B2)
• Proven experience in a similar function as a Incident Analyst (business, functional analyst or similar function dealing with incident analysis, definition of workarounds or recovery actions, ...)
• Proven experience in coaching and mentoring teams and individuals in a professional environment
• Proven experience in coordination of, communicating to and facilitating with external stakeholders in the Utility sector (DGO, TSO, Supplier,…)
• Proven experience in drawing up and managing escalation procedures
• Proven experience in elaboration of Business and functional Requirements (Business Process development, BPMN, optimization, modelling,…) [5 Years; Senior]
• Proven experience in team management and reporting on team activities/progress [5 Years; Senior]
• Proven experience in the Belgian energy market [1 Years; Junior]
• Proven experience with 3rd party management (IT service providers)
• Provide a document outlining the supplier’s support model for the candidate, including access to knowledge, expertise, coaching, and specialist support. Include the governance structure and CVs of the proposed experts and coaches.
• Supplier can demonstrate that the proposed candidate has access to an introduction to the essential elements of the CMS and the different MIG domain, if the candidate has less than 5 years experience in the sector (attach a document with your explanation)
• Dutch or French at European CEFR C1.
• The supplier fills in the team template and adds it to the proposal [Team Template Incident Analyst Team.doc]
• The supplier provides evidence that 60% of the team members are well known to each other and worked together at other assignments for at least 6 months
• Very good knowledge of English (C1)
• Proven experience with a project methodology.
• Knowledge of the energy market and the MIG-documentation is required
• Good SQL knowledge and knowledge of, or ability to build knowledge of, the CMS database structure and linked applications.
• Follow incident/problem procedures and perform quality control.
• Follow onboarding and offboarding procedures for joining/leaving resources.
• All consultants must come from one contracting party; submit proposals for every requested profile in ATR-PR-0000000030 or all proposals will be rejected as non-compliant.
• Allow up/downstaffing with one month notice, changes in seniority mix, growth to a maximum of 13 FTE and addition of Atrias internal/external resources; facilitate scaling in a reasonable timeframe.
• Minimize changes in team composition and organize handover and training for new resources.
• 100% full-time; minimum 2 days/week on-site, subject to Atrias attendance policy. Greater on-site presence may be required for projects, coordination, onboarding, knowledge transfer, security, continuity or operations, coordinated in advance via project manager/SPOC. Occasional travel to other Atrias or third-party/DGO sites. Reasoned exceptions may be granted based on assignment, project, operational and internal-policy considerations.
• Submit an all-inclusive hourly rate in EUR.
• Submitting a candidate implies complete acceptance of the terms and conditions; the number of days/sessions is indicative and non-binding.
• The Right to represent document verifies presentation rights; Solvus checks it in duplicate submissions.
• Ideally communicate with users in their own language: French, Dutch or English.

Technical skills

• Knowledge of the Message Exchange domains: structure, rectification, measure & cross [1 Years; Junior]
• Proven experience in writing, modifying and executing SQL queries [5 Years; Senior]
• Proven experience with Data analysis
• Proven experience with the MIG (MIG6 and/or MIG DGO)
• Incident analysis
• Incident impact assessment
• Recovery actions
• Workaround creation, documentation and execution
• Coaching and mentoring
• Utility stakeholder coordination
• Escalation procedures
• Business and functional requirements
• Business process development, optimization and modelling
• Team management and reporting
• SQL query writing, modification and execution
• Third-party IT provider management
• User story creation
• Data analysis
• MIG6 and/or MIG DGO
• CMS database structure and linked applications
• PRE domains: Structure, Rectification, Measure, Cross

Tools

• Proven experience with any Incident Management / ticketing Tools such as TopDesk, Jira, ServiceNow, Atlassian, or similar application…
• Proven experience with Azure Devops and user story creation
• SQL
• CMS
• Azure DevOps
• Incident management/ticketing tools: TopDesk, Jira, ServiceNow, Atlassian or equivalent
• Atrias Knowledge DB