RCA Analyst in New Malden

The Root Cause Analysis (RCA) Analyst supports the Incident, Problem, Major Incident & RCA Manager by overseeing the process of root cause investigations, data analysis, and documentation to drive ongoing service improvement and stability. Working alongside the Managed Service Provider, this role focuses on identifying underlying causes of incidents and problems, enabling sustainable corrective and preventive actions that improve service stability and operational resilience.

Core Responsibilities:

• Root Cause Analysis: Oversee the process of in-depth Root Cause Analyses for incidents, major incidents, and recurring issues. In conjunction with Managed Service Provider, apply structured RCA methodologies such as 5 Whys, Ishikawa (Fishbone), Fault Tree Analysis, and Kepner-Tregoe. Collect, validate, and analyze technical, process, and organizational data related to incidents.
• Problem Management Support: Own and steer the creation and maintenance of problem records with the Managed Service Provider. Identify trends, patterns, and systemic weaknesses across incidents and problems. Propose corrective and preventive actions to reduce incident recurrence.
• Documentation & Reporting: Oversee the production of high-quality RCA reports, including timelines, impact analysis, and contributing factors. Drive the processes for maintenance of RCA documentation standards and knowledge repositories. Support and help steer post-incident reviews and lessons-learned sessions.
• Collaboration & Continuous Improvement: Work closely with the Managed Service Provider, technical teams and project teams to validate findings and recommendations. Track agreed actions and support follow-up on remediation activities. Drive continuous improvement initiatives and operational maturity assessments.
• Stakeholder & Communication Management: Collaborate with Managed Service Provider Service Management team, Incident, Major Incident, and Problem Management functions. Interface with engineering, operations, and vendor teams for technical analysis. Support communication with stakeholders through clear and factual reporting and education on the underlying processes and methodologies.

Knowledge, qualifications, and experience:

• Required Skills & Experience: Experience in Root Cause Analysis, problem investigation, or service operations roles. Strong analytical and structured problem-solving skills. Understanding IT service management processes, especially Incident and Problem Management. Experience working with Managed Service / Outsource providers. Ability to analyze complex technical and process-related issues. Good written and verbal communication skills in a professional environment. Strong experience in Incident, Major Incident, and Problem Management within complex IT environments.
• Qualifications: Degree in Information Technology, Engineering, or a related field, or equivalent practical experience. ITIL Foundation or higher certification preferred. Training or certification in Root Cause Analysis methodologies is an advantage.
• Skills and Competencies: Builds customer loyalty, delivers against operational objectives, engaging communication, builds collaborative relationships, facilitates transformational change, identifying and developing talent, demonstrates personal resilience, demonstrates continuous learning.

Situational Requirements:

• Comfortable travelling– a dispersed geographic spread of countries.
• Able to work across multiple time zones.
• Fluency in written and oral English.

At Hays, we share a passion for creating a culture of opportunities for our people to flourish and succeed, whatever your background. We know that diversity of perspective and an inclusive approach, which encourages those experiences and views to be heard, is great for business and therefore your career.