At a Glance
- Tasks: Manage incidents and problems in a fast-paced tech environment, ensuring timely service restoration.
- Company: Join FIS, a forward-thinking leader in financial services and technology.
- Benefits: Competitive salary, professional development, and a vibrant international work culture.
- Other info: Opportunities for career growth and a supportive team environment.
- 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 33075 - 40425 £ 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, metrics tracking, and trend analysis
- Stakeholder & Communication Management Provide regular updates to internal teams and stakeholders during incidents
- 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
- 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
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., Service Now 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
- Privacy Statement
FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients.
For specific information on how FIS protects personal information online, please see the Online Privacy Notice.
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Analyst II, Incident / Problem Management employer: FIS, Inc.
FIS, Inc. is an excellent employer that fosters a dynamic work culture in the heart of London, offering competitive salaries and comprehensive benefits such as private medical cover. Employees are encouraged to grow professionally through various development opportunities, making it an ideal place for those seeking meaningful and rewarding careers in corporate governance.
