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For Companies At a Glance
- Tasks: Monitor live services, manage incidents, and ensure product quality.
- Company: Join INRIX, a leader in real-time traffic intelligence and analytics.
- Benefits: Enjoy competitive salary, pension scheme, and employee stock options.
- Why this job: Make a real impact on service quality and customer experience.
- Qualifications: Experience in service operations and strong communication skills required.
- Other info: Work in a dynamic, hybrid environment with global collaboration.
The predicted salary is between 36000 - 60000 ÂŁ per year.
Department: Quality • Location: Altrincham, UK (Hybrid)
About INRIX
INRIX is a leading SaaS provider of real-time traffic intelligence, connected car data, and transportation analytics. We help automakers, fleets, governments, and media organisations reduce congestion and improve mobility through high-quality, data-driven products.
About Our Service Operations
Our Service Operations function sits within the Quality organisation, ensuring operational excellence, product quality, and customer experience are closely aligned across our global services.
The Role
We are seeking an IT Service Operations Analyst to join our Global Service Operations Centre (SOC). This role goes beyond traditional IT support. While operational monitoring and incident management remain core responsibilities, the SOC also plays a key role in handling product quality and data accuracy enquiries raised by customers.
- Service Monitoring & Event Management
- Perform real-time monitoring of live services to ensure availability, performance, and quality
- Analyse events and alerts to identify underlying issues and customer impact
- Prioritise alerts and incidents based on SLA, KPIs, and business risk
- Incident & Operational Support
- Act as the first point of contact for customer operational incidents and technical enquiries
- Log, categorise, prioritise, and manage incidents through to resolution
- Coordinate troubleshooting, escalation, and recovery activities
- Lead and maintain clear internal and external communications during incidents
- Follow documented procedures, runbooks, and communication plans
- Product Quality Enquiries (PQE) – Part of the Role
- Support the intake, triage, and management of Product Quality Enquiries (PQEs) alongside other operational tickets
- Ensure PQEs have a clear problem statement, supporting data, and completed risk assessment
- Assign PQEs to appropriate subject matter experts and functional owners
- Maintain the PQE ticket as the canonical record for investigation and decision‑making
- Track progress, manage dependencies, and escalate blocked or high‑risk PQEs through governance forums
- Ensure outcomes of PQEs feed into service, product, or process improvements
- Problem Management & Continuous Improvement
- Support problem management through trend analysis across incidents and PQEs
- Contribute to root cause analysis and corrective action tracking
- Work with Engineering, Product, and Service teams to reduce recurrence of issues
- Drive improvements to service quality, resilience, and customer experience
- Change, Release & Validation Support
- Assist with validation and testing of changes and releases
- Provide operational and quality input to change and release processes
- Reporting, Documentation & Knowledge
- Support SLA, KPI, and service/quality reporting
- Maintain and improve operational and quality documentation
- Contribute to training and knowledge‑sharing activities
- Assist with the development and improvement of operational tooling and processes
Technology & Operating Environment
Hybrid private and public cloud environments (Windows and AWS). Event monitoring, alert correlation, and observability tooling. ITSM platforms supporting incidents, requests, PQEs, RCA, and SLA reporting. ITIL‑aligned processes across Event, Incident, Problem, and Quality Management. Close collaboration with Engineering, Product, DevOps, Customer Success, and Quality teams.
About You
You are analytical, organised, and customer‑focused, with the ability to balance live operational work and investigative analysis. You bring:
- Experience in service operations, application support, or technical support
- Understanding of incident and problem management (ITIL knowledge or certification preferred)
- Exposure to structured investigations, data analysis, or quality‑related enquiries
- Familiarity with Windows and AWS environments and basic networking concepts
- Strong written and verbal communication skills
- The ability to document investigations and clearly summarise outcomes
You are:
- Comfortable managing multiple ticket types and priorities
- Curious about service behaviour and product quality
- Confident working cross‑functionally and across time zones
- Focused on continual improvement and customer outcomes
Why Join INRIX?
- Work in a quality‑led service operations team
- Balance real‑time service protection with analytical investigation
- Influence both operational stability and product quality improvements
- Gain exposure to global, data‑driven platforms
- Collaborate across Service, Quality, Product, and Engineering teams
- Competitive salary, pension scheme, company bonus, employee stock option plan
- Full time with rotating shifts as part of a 24/7 follow‑the‑sun model
- On‑call: Occasional out‑of‑hours support will be required
Equality of Opportunity
Equality of opportunity is at the heart of our recruitment process. You’ll be judged on your suitability for the job and nothing else.
IT Service Operations Analyst employer: INRIX, Inc.
Contact Detail:
INRIX, Inc. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Operations Analyst
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend meetups, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its products. Understand their services and how they impact customers. This will help you answer questions confidently and show that you're genuinely interested in the role.
✨Tip Number 3
Practice your problem-solving skills! Since the role involves incident management and operational support, be ready to tackle hypothetical scenarios during interviews. Show them how you think on your feet!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining our team at INRIX. Don’t miss out on this opportunity!
We think you need these skills to ace IT Service Operations Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the IT Service Operations Analyst role. Highlight any relevant experience in service operations, incident management, or data analysis to catch our eye!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your background aligns with our mission at INRIX. Keep it concise but impactful!
Showcase Your Communication Skills: Since strong written communication is key for this role, ensure your application is clear and free of errors. We want to see how you can document investigations and summarise outcomes effectively.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands and shows us you’re serious about joining our team!
How to prepare for a job interview at INRIX, Inc.
✨Know Your ITIL Basics
Make sure you brush up on your ITIL knowledge, especially around incident and problem management. Being able to discuss how these processes work and their importance in service operations will show that you're not just familiar with the terminology but understand how to apply it in real-world scenarios.
✨Demonstrate Analytical Skills
Prepare to showcase your analytical abilities by discussing past experiences where you've had to analyse data or troubleshoot issues. Think of specific examples where your analysis led to improvements in service quality or operational efficiency, as this aligns perfectly with what INRIX is looking for.
✨Familiarise Yourself with Their Tech Stack
Since the role involves working with Windows and AWS environments, make sure you have a basic understanding of these technologies. You don’t need to be an expert, but being able to speak about your experience with them will definitely give you an edge.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess how you would handle real-time incidents or product quality enquiries. Practice articulating your thought process clearly and concisely, as effective communication is key in this role. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
