At a Glance
- Tasks: Manage incidents and problems to ensure quick service restoration and continuous improvement.
- Company: Join a leading enterprise technology firm focused on innovation and teamwork.
- Benefits: Competitive salary, health benefits, flexible working options, and career development opportunities.
- Other info: Collaborative global team with excellent growth potential and ITIL best practices.
- Why this job: Be at the forefront of tech solutions and make a real difference in service management.
- Qualifications: 2-5 years in incident management with strong analytical and communication skills.
The predicted salary is between 40000 - 50000 £ per year.
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.
Responsibilities
- 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; monitor incident progress and ensure adherence to SLAs; and maintain accurate incident records within ITSM tools.
- Problem Management: Support root cause analysis for recurring or high-impact incidents; assist in identifying trends and patterns; maintain problem records, known errors, and workarounds; and contribute to post-incident reviews and lessons learned sessions.
- 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; and support audit and compliance activities.
- Stakeholder & Communication Management: Provide regular updates to internal teams and stakeholders during incidents; ensure clear and appropriate escalation; and support communication for incidents.
- Team Collaboration: Work collaboratively within a global incident management function, share knowledge and best practices, provide guidance to junior team members, and participate in on-call rotations and shift-based coverage.
Qualifications
- Typically 2–5 years’ experience in incident management, production support or IT service management.
Required Skills
- 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.
- Excellent communication skills.
- Experience with ITSM tools such as ServiceNow.
Desired
- ITIL certification (v3 or v4).
- Bachelor’s degree in Computer Science, IT or related field.
- Experience in financial services or regulated environments.
- Experience with automation, monitoring tools and reporting dashboards.
Analyst Senior, Incident / Problem Management employer: FIS, Inc.
As a leading employer in the financial services sector, we pride ourselves on fostering a collaborative and innovative work culture that empowers our employees to excel. Our commitment to professional development is evident through comprehensive training programs and clear career progression paths, ensuring that our team members grow alongside the company. Located in a vibrant city, we offer a dynamic work environment with competitive benefits, including flexible working arrangements and a strong focus on work-life balance.
StudySmarter Expert Advice🤫
We think this is how you could land Analyst Senior, Incident / Problem Management
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what FIS, Inc. values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges FIS, Inc. might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at FIS, Inc.!
✨Direct Apply to FIS, Inc.
Let's not forget to apply directly through the FIS, Inc. website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Analyst Senior, Incident / Problem Management
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at FIS, Inc..
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at FIS, Inc.. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at FIS, Inc.
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
