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For Companies At a Glance
- Tasks: Monitor live services, manage incidents, and support product quality enquiries.
- Company: Join INRIX, a leader in real-time traffic intelligence and data analytics.
- Benefits: Competitive salary, pension scheme, bonuses, and employee stock options.
- Why this job: Be part of a dynamic team improving mobility and customer experience.
- Qualifications: Experience in service operations and understanding of incident management preferred.
- Other info: Flexible working with opportunities for continuous improvement and career growth.
The predicted salary is between 36000 - 60000 £ per year.
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.
You will operate as a technically capable first line within the SOC, responsible for:
- Monitoring and protecting live services
- Managing incidents and service interruptions
- Coordinating investigations and resolutions across teams
- Supporting structured Product Quality Enquiries (PQEs) where customer concerns relate to product behaviour, data quality, or perceived accuracy
This role suits someone who enjoys balancing real-time operational response with analytical investigation and continuous improvement.
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
Key Responsibilities
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
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
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.
Organisation
Our Service Operations function sits within the Quality organisation, ensuring operational excellence, product quality, and customer experience are closely aligned across our global services.
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
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 in Altrincham employer: INRIX
Contact Detail:
INRIX Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Operations Analyst in Altrincham
✨Tip Number 1
Network like a pro! Reach out to folks in the industry, attend meetups, and connect with people 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 practising common questions and scenarios related to IT service operations. Think about how you'd handle incidents or product quality enquiries, and be ready to share your thought process.
✨Tip Number 3
Showcase your analytical skills! During interviews, highlight your experience with data analysis and problem management. Use examples that demonstrate your ability to improve service quality and customer outcomes.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're genuinely interested in joining our team at INRIX.
We think you need these skills to ace IT Service Operations Analyst in Altrincham
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in service operations and incident management. We want to see how your skills align with the role of IT Service Operations Analyst, so don’t hold back!
Showcase Your Analytical Skills: Since this role involves a lot of analytical investigation, be sure to include examples of how you've tackled problems in the past. We love seeing how you’ve used data analysis to improve service quality or resolve incidents.
Keep It Clear and Concise: When writing your application, clarity is key! Use straightforward language and structure your thoughts logically. We appreciate a well-organised application that makes it easy for us to see your qualifications.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at INRIX
✨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 investigate issues or improve processes. Use specific examples that highlight your problem-solving skills and how you’ve contributed to continuous improvement in previous roles.
✨Familiarise Yourself with Tools
Get comfortable with the tools mentioned in the job description, like event monitoring and ITSM platforms. If you have experience with similar tools, be ready to talk about how you used them to manage incidents or improve service quality.
✨Communicate Clearly
Since strong communication skills are essential for this role, practice articulating your thoughts clearly and concisely. During the interview, focus on summarising your experiences and outcomes effectively, as this will demonstrate your ability to document investigations and communicate with cross-functional teams.
