At a Glance
- Tasks: Manage incidents and problems in a fast-paced tech environment, ensuring quick service restoration.
- Company: Join FIS, a forward-thinking leader in financial services and technology.
- Benefits: Competitive salary, professional development, and a fun, collaborative team culture.
- Other info: Dynamic international work environment with excellent career growth opportunities.
- Why this job: Tackle real-world challenges and make a significant impact in the tech industry.
- Qualifications: 2-5 years in incident management and strong analytical skills required.
The predicted salary is between 35000 - 45000 £ per year.
Are you curious, motivated, and forward-thinking? At FIS you’ll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.
About the role:
The Incident & Problem Management Analyst (Level 2) is responsible for supporting the end-to-end lifecycle of incidents and problems across enterprise technology environments. This role focuses on timely service restoration, effective coordination, and contributing to ongoing service improvement.
Operating within a 24/7 production environment, the analyst ensures adherence to service level agreements (SLAs) while collaborating with cross-functional teams to resolve incidents and support root cause analysis activities.
What you will be doing:
- Incident Management
- Manage and coordinate incidents (including high-priority incidents) to restore service as quickly as possible
- Support major incident calls, bridge lines, and coordination activities
- Act as a key point of contact during incidents, ensuring clear and timely communication to stakeholders
- Monitor incident progress and ensure adherence to SLAs and operational targets
- Escalate incidents appropriately based on impact and urgency
- Maintain accurate incident records within ITSM tools in line with process requirements
- Problem Management
- Support root cause analysis (RCA) for recurring or high-impact incidents
- Assist in identifying trends and patterns to reduce incident recurrence
- Maintain problem records, known errors, and workarounds
- Contribute to post-incident reviews and lessons learned sessions
- Collaborate with technical teams to track and implement permanent fixes
- Process Improvement & Governance
- Follow incident and problem management processes aligned to ITIL best practices
- Identify opportunities for process improvement and raise recommendations
- Contribute to KPI reporting, metrics tracking, and trend analysis
- Support audit and compliance activities as required
- Stakeholder & Communication Management
- Provide regular updates to internal teams and stakeholders during incidents
- Work closely with business, technology, and operations teams to ensure resolution
- Support communication for incidents, ensuring clarity and appropriate escalation
- Team Collaboration:
- Work collaboratively within a global incident management function
- Share knowledge and contribute to team learning and best practices
- Provide guidance and support to junior team members where appropriate
- Participate in on-call rotations and shift-based coverage where required
What you bring:
- Typically 2–5 years’ experience in incident management, production support, or IT service management
- Working knowledge of ITIL Incident and Problem Management processes
- Experience handling incidents within complex IT environments
- Strong analytical and problem-solving skills
- Ability to manage multiple tasks in a fast-paced environment
- Good communication skills with the ability to work with technical and non-technical stakeholders
- Experience with ITSM tools (e.g., ServiceNow or equivalent)
Desired:
- ITIL certification (v3 or v4)
- Bachelor’s degree in Computer Science, IT, or related field (or equivalent experience)
- Experience in financial services or regulated environments
- Experience with automation, monitoring tools, and reporting dashboards
What we offer you:
- A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities
- A modern, international work environment and a dedicated and motivated team
- A broad range of professional education and personal development possibilities – FIS is your final career step!
- A competitive salary and benefits
- A variety of career development tools, resources and opportunities
- The chance to work on some of the most challenging, relevant issues in financial services & technology
Analyst II, Incident / Problem Management employer: FIS Capital Markets
At FIS, we pride ourselves on fostering a dynamic and inclusive work culture where curiosity and collaboration thrive. As an Analyst II in Incident/Problem Management, you'll be part of a dedicated team that tackles complex challenges in financial services and technology, with ample opportunities for professional growth and development. Enjoy a competitive salary, comprehensive benefits, and the chance to make a meaningful impact in a modern, international environment that values your contributions.
StudySmarter Expert Advice🤫
We think this is how you could land Analyst II, Incident / Problem Management
✨Tap into Campus Networks
If you're still in uni, don’t forget to engage with your campus's career services and attend finance-related events. Banks often do presentations and recruitment drives on campus, so put yourself out there and make use of these opportunities to show off your passion for the field.
✨Get Certified
Consider pursuing relevant certifications like the CFA or ACCA while you’re job hunting. They not only beef up your CV but also connect you with professional bodies which can lead to networking opportunities and even job openings in banking and financial services.
✨Connect on Professional Platforms
Join finance-focused groups on platforms like LinkedIn and engage in discussions. This can really help you stand out from the crowd, allowing potential employers to see your knowledge and interest in industry trends. Plus, you might stumble upon job postings shared exclusively within the group.
✨Apply Directly and Be Proactive
Don’t shy away from reaching out directly to firms like FIS Capital Markets. Use their websites and apply through them, but also consider following up with a polite email to express your enthusiasm. Being proactive can make a huge difference in getting noticed in the competitive financial services sector.
We think you need these skills to ace Analyst II, Incident / Problem Management
Some tips for your application 🫡
Show Off Your Numbers!:In the banking and financial services world, quantifiable achievements are key. Make sure your CV highlights your grades in relevant subjects, any financial certifications you hold, and specific projects where you've delivered measurable results. Employers love to see how your skills translate into real-world success.
Tailor Your Cover Letter to the Role:When applying for a full-time position, your cover letter should make a direct connection between your experience and the job description. Don't just state your enthusiasm for finance—dive into how your background in banking or financial analysis sets you apart. Let your passion shine through while being specific about what you can bring to FIS Capital Markets.
Include Relevant Financial Software Experience:If you've worked with financial modelling tools or software like Excel, SAP, or specific analytical tools during your studies or internships, bring that up! Highlighting your proficiency can really make your application pop and show you're ready to hit the ground running in a full-time role.
Research and Reflect:Before hitting that 'apply' button on FIS Capital Markets's website, do a little digging. Look up their recent projects, values, and culture. Reflecting their ethos in your application can make a huge difference and show you’re genuinely interested in being part of the team!
How to prepare for a job interview at FIS Capital Markets
✨Brush Up on Financial Analysis Skills
Make sure you're well-versed in financial concepts and analytical techniques relevant to banking and financial services. Get comfortable with tools like Excel for modelling or financial forecasting, as technical questions in this area are common during interviews with FIS Capital Markets.
✨Prepare for Case Studies
Expect to tackle case studies that demonstrate your problem-solving skills in real-world banking scenarios. Familiarise yourself with the types of problems you might face—think risk assessments or investment evaluations—and be ready to articulate your thought process clearly.
✨Show Your Passion for Finance
Since this is a full-time position, employers at FIS Capital Markets will be keen to see your genuine interest in finance. Be prepared to discuss recent industry trends or news articles that excite you, showcasing your enthusiasm and engagement with the field.
✨Network with Industry Professionals
Before your interview, reach out to current or former FIS Capital Markets employees on platforms like LinkedIn. They'll offer unique insights into the company's culture and the interview process, which can give us a delightful edge in showcasing a good fit for the team.
