Technology Service Operations Analyst

About the Business

Quilter plc is a leading wealth management business, helping to enable brighter financial futures for every generation.

Quilter oversees £126.3 billion in customer investments (as of August 2025). It has an adviser and customer offering spanning financial advice, investment platforms, multi-asset investment solutions, and discretionary fund management. The business is comprised of two segments: Affluent and High Net Worth.

Affluent encompasses the financial planning business, Quilter Financial Planning, the Quilter Investment Platform and Quilter Investors, the multi-asset investment solutions business.

High Net Worth includes the discretionary fund management business, Quilter Cheviot, together with Quilter Cheviot Financial Planning – offering a highly personalised service to private clients, charities, trustees, and professional partners. Quilter Cheviot has presence throughout the UK, Ireland and Channel Islands.

At Quilter we never stand still. Our foundations are rooted in our extraordinary expertise, which is trusted by hundreds of thousands of customers, but we have great ambitions to stay one step ahead and make an even greater difference to the people and communities we serve, including our colleagues.

Our business is transforming, continually modernising, and becoming even more customer centric. So, if you want to be bold in the pursuit of your ambitions, bring new ideas, and challenge and evolve what we do, it’s the perfect time to join us!

About the Role

Level: 3

Department: Technology

Location: Southampton

Contract type: Permanent

The Technology Service Operations Analyst is one of the key roles in the Technology Operations team, which is the face of Technology Operations to our business and Executive community. It is one of the important entry points into our Technology organisation and Capability, supporting our entire Quilter plc organisation.

The role provides a single point of responsibility for the resolution of service (including major) incidents, correlation of service monitoring and event management.

It is challenging, working within a fast-paced environment which requires the role holder to excel under pressure and empowered lead resolutions in line with the demands of the business and reports to the Duty Service Manager.

Your opportunity to tell the story of your role is here! In this section you can mention significant tasks, interesting projects and note any key stakeholders this role will engage with. What are the key responsibilities of this role? What will the new hire be expected to achieve in their first 90 days or even 6 months into this role?

This is an exciting opportunity to join a recently created front facing 24/7 IT operations function with an ever increasing scope of activity supporting critical business services.

Key Responsibilities and Scope of role:

• Leads service and routine events within an IT Service Operation Centre environment on a shift basis to ensure full 24 x 7 coverage
• Analysing Service Monitoring dashboards, the IT Operations Analyst will proactively identify potential service impacting events / thresholds and drive timely resolution to minimise impact
• Respond effectively and efficiently to all alerts via dashboards and event triggers.
• Responsible for recovery for priority and major incidents, including active management of Quilter’s supplier partners and management of both IT and Business stakeholders
• Lead on escalation of lower severity IT incidents to support the Service Delivery Managers and their business units
• Produce accurate reporting of KPIs and trends to the Duty Service managers.
• Collate and compile Post Incident Reports within agreed timescale
• Provide oversight of significant change execution, and communication with agreed Stakeholders
• Review and approve change request (where appropriate)
• Support ITIL Service operations disciplines whilst on shift, which could include, Incident, Change and availability management
• Service improvement, through proactive problem management activity
• Excellent communications skills with all levels (Business and IT)

About You

The successful candidate will be experienced in:

• Infrastructure, Server patching and maintenance (includes Citrix, VM estate, Cisco switches and Windows OS)
• Config and server management (desirable)
• Ability to understand and troubleshoot infrastructure and networks
• Networking experience (Routers, Switches, Firewalls, VPNs)
• Monitoring of security technologies including Anti-Virus, Email and Web filtering, Security Incident Event Monitoring system.
• Demonstrable understanding of IT security and compliance.
• Knowledge and experience in physical and virtual server topology.
• Strong troubleshooting and fault-finding skills.
• Experience in trending incidents & problem themes.
• Experience with event management & monitoring tools (SCOM, Mutiny, SquaredUp).
• Strong Cloud collaboration skills and experience.
• Experience in O365 collaboration tools and mail config (including cyber security tools).
• Microsoft desktop / Laptop experience.
• Administering and Supporting Office365.
• Administering and Supporting MS Exchange.
• Experience in Azure AD and Windows Server / Active directory environments.
• Create knowledge articles.

#LI-PM1

Inclusion & Diversity

We value diversity and strive to promote inclusivity in all aspects of our culture. We believe in equal opportunities for all, ensuring that no applicant encounters less favourable treatment based on anything but their skills, qualifications, experience, and potential. We celebrate the unique contributions of a diverse workforce and create a respectful, nurturing environment where every colleague can thrive.

Values

Do the right thing: We act with integrity and are proudly committed to going above and beyond in service of our clients and the support we provide our communities.
Always curious: We continuously seek new ideas and knowledge so we’re one step ahead of our clients’ needs. We look for inspiration everywhere and encourage experimentation, recognising that this is how we create brilliant solutions for brighter futures.
Embrace challenge: We aim high to transform our potential into meaningful outcomes. With ambition as our driving force and a steadfast commitment to growth, we succeed for the good of every generation.
Stronger together: Combining our diverse talents, we accomplish more collectively than we ever could do alone. We speak openly, actively listen, and support each other, and constructively challenge and embrace new ideas. We seek empowerment and demonstrate ownership and trust, with the confidence to make impactful decisions.

Core Benefits

Holiday: 182 hours (26 days)

Quilter Incentive Scheme: All employees are eligible to participate in incentive scheme, to incentivise business performance and their contribution.

Pension Scheme: A non-contributory company pension scheme that can be boosted through personal contributions.

Private Medical Insurance: Single cover as standard with options to increase cover to include your partner or children.

Life Assurance: 4x your salary.

Income Protection: 75% of salary, less state benefits, payable after 26 weeks of absence.

Healthcare Cash Plan: Jersey employees only

In addition to our core benefits, we offer a range of flexible benefits to UK employees that you can choose from and pay for conveniently via a salary deduction.