At a Glance
- Tasks: Coordinate incident resolution and drive problem investigations in a dynamic IT environment.
- Company: Join a leading tech firm focused on continuous service improvement.
- Benefits: Competitive daily rate, extra pay for on-call duties, and hybrid work model after training.
- Other info: Exciting opportunity for career growth in a fast-paced, collaborative environment.
- Why this job: Make a real impact by improving IT services and enhancing user experiences.
- Qualifications: ITIL certification and proven experience in Incident & Problem Management required.
The predicted salary is between 66000 - 68000 € per year.
Location: Warrington – Full time onsite during the initial training period (up to 5 weeks, depending on completion), transitioning to a hybrid model of 1–2 days onsite per week based on business needs.
Start date: ASAP
Contractor Rate: £275 to £290 per day inside IR35. Extra pay for on call - hourly rate pro rata
Duration: 6 to 12 months initially
Clearance: Must be SC Cleared
Role Summary
Our client is seeking an experienced Incident & Problem Management Analyst to coordinate incident resolution, drive problem investigations, and support continuous service improvement within a complex IT infrastructure environment. You will apply strong ITIL expertise, lead bridge calls, manage stakeholder communications, ensure SLA compliance, and maintain high‑quality BAU delivery.
Key Responsibilities
- Act as the main contact for all Incident & Problem Records.
- Monitor SLAs, drive incident reviews, and ensure accurate closure.
- Lead and chair major incident bridge calls.
- Guide Incident Process Coordinators and collaborate with SIAM, ITSM, Service Desk, and business teams.
- Manage full major incident lifecycle: diagnosis, escalation, comms.
- Produce trend analysis and support long‑term root‑cause remediation.
- Represent service management in customer meetings and project discussions.
- Deliver process improvements and ensure BAU quality and turnaround are met.
- Provide clear stakeholder communication across the organisation.
- Support on‑call rota duties as required.
Essential Skills & Experience
- ITIL certified or strong demonstrable ITIL knowledge.
- Proven Incident & Problem Management experience in an ITSM environment.
- Strong understanding of ITSM tools, SLA reporting, metrics, and escalation.
- Experience within busy service desk or infrastructure environments.
- Excellent communication, negotiation, interpersonal and customer‑service skills.
- Ability to lead incident calls and engage senior stakeholders.
- Strong analytical and operational decision‑making.
- Experience with onsite/offshore teams and out‑of‑hours support.
- Proactive approach with focus on service excellence and improvement.
If you have the relevant skills and experience, please do apply promptly to be considered.
Incident and Problem Management Analyst in Warrington employer: Queen Square Recruitment
Join a dynamic team in Warrington as an Incident and Problem Management Analyst, where you will thrive in a supportive work culture that prioritises employee growth and continuous improvement. With a hybrid working model post-training, competitive contractor rates, and opportunities to engage with senior stakeholders, this role offers a meaningful career path in a complex IT environment. Our commitment to service excellence ensures that you will be part of a forward-thinking organisation that values your contributions and fosters professional development.
StudySmarter Expert Advice🤫
We think this is how you could land Incident and Problem Management Analyst in Warrington
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT industry, especially those who have experience in Incident and Problem Management. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for interviews by brushing up on your ITIL knowledge and incident management skills. We recommend practising common interview questions related to SLA compliance and stakeholder communication to show you’re the right fit.
✨Tip Number 3
Don’t underestimate the power of follow-ups! After an interview, drop a quick thank-you email to express your appreciation and reiterate your interest in the role. It keeps you fresh in their minds!
✨Tip Number 4
Apply through our website for the best chance at landing that role! We make it easy for you to showcase your skills and experience directly to employers looking for someone just like you.
We think you need these skills to ace Incident and Problem Management Analyst in Warrington
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Incident and Problem Management Analyst role. Highlight your ITIL expertise and any relevant experience in incident management. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role. Share specific examples of your past experiences that relate to the key responsibilities mentioned in the job description.
Showcase Your Communication Skills:Since this role involves a lot of stakeholder communication, make sure to demonstrate your excellent communication skills in your application. We love seeing clear and concise writing that reflects your ability to engage with different teams.
Apply Through Our Website:Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered promptly. We can’t wait to see what you bring to the table!
How to prepare for a job interview at Queen Square Recruitment
✨Know Your ITIL Inside Out
Make sure you brush up on your ITIL knowledge before the interview. Be ready to discuss how you've applied ITIL principles in past roles, especially in incident and problem management. This will show that you’re not just familiar with the theory but can also implement it effectively.
✨Prepare for Scenario-Based Questions
Expect questions that ask you to describe how you would handle specific incidents or problems. Think of examples from your previous experience where you successfully managed a major incident or improved a process. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Showcase Your Communication Skills
As this role involves liaising with various stakeholders, be prepared to demonstrate your communication skills. Practice explaining complex technical issues in simple terms, as well as how you would keep stakeholders informed during an incident. This will highlight your ability to engage effectively with both technical and non-technical audiences.
✨Research the Company and Its Culture
Before the interview, take some time to research the company’s values and culture. Understanding their approach to service management and continuous improvement will help you tailor your responses and show that you’re a good fit for their team. Plus, it’ll give you some great talking points!
