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- Tasks: Manage incidents and problems, ensuring efficient resolution and communication across teams.
- Company: Join a leading tech company focused on service management excellence.
- Benefits: Competitive daily rate, hybrid work model, and opportunities for professional growth.
- Other info: Exciting chance to enhance your career in a supportive team.
- Why this job: Make a real impact by improving service quality in a dynamic environment.
- Qualifications: Experience in incident management and strong communication skills required.
The predicted salary is between 60000 - 60000 £ per year.
We're seeking an experienced Incident and Problem Management Analyst to support one of our key accounts, acting as the frontline point of contact for incident and problem activity. This role offers the opportunity to deliver high-impact service management across a complex environment, ensuring incidents and problems are handled efficiently, professionally, and in line with SLAs.
Responsibilities
- Act as the central point of contact for all Incident and Problem Records
- Monitor incidents to ensure Service Level Agreements are met
- Identify, initiate, schedule, and conduct incident reviews
- Ensure closure of all resolved and end-user confirmed incidents
- Provide guidance to Incident Process Coordinators
- Set up and chair incident bridge calls as required
- Work closely with SIAM, ITSM, DevOps, and business teams
- Deliver clear, timely communications to customers and internal teams
- Coordinate major/high-priority incidents and ensure correct escalation
- Analyse recurring problems/incidents and produce trend reports
- Attend customer meetings, contribute to projects, and support SLA reviews
- Own BAU delivery to required turnaround times and quality standards
- Identify process enhancement opportunities and support execution
- Manage the full Problem Management life cycle, including reviews, post-mortems, and escalation reporting
Qualifications
- Strong experience managing incidents and problems in enterprise environments
- Active SC clearance
- Hands-on exposure to ITSM and SIAM frameworks
- Working knowledge of Safe/Agile and DevOps methodologies
- Proven experience in SLA measurement, reporting, and major incident coordination
- Excellent interpersonal, communication, and stakeholder-management skills
- Strong organisational, planning, and leadership abilities
- Experience identifying and delivering process improvements
- Demonstrable capability in managing BAU service quality and turnaround times
If you're a proactive Incident and Problem Management Analyst ready to take ownership of service quality and drive continual improvement, we'd love to hear from you. Apply now to explore this Incident and Problem Management Analyst opportunity.
Problem Analyst employer: Specialist Computer Centres PLC
Contact Detail:
Specialist Computer Centres PLC Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Problem Analyst
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant meetups, and engage on platforms like LinkedIn. We all know that sometimes it’s not just what you know, but who you know that can help you land that dream job.
✨Tip Number 2
Prepare for interviews by practising common questions related to incident and problem management. We recommend role-playing with a friend or using online resources to get comfortable. The more you rehearse, the more confident you'll feel when it’s showtime!
✨Tip Number 3
Showcase your skills through real-life examples. When discussing your experience, focus on specific incidents you've managed and how you improved processes. We want to see your problem-solving prowess in action!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to connect directly with us. Let’s make it happen!
We think you need these skills to ace Problem Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in incident and problem management. Use keywords from the job description to show we’re on the same page about what you bring to the table.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Share specific examples of how you've handled incidents and problems in the past, and why you're excited about this role with us at StudySmarter.
Show Off Your Communication Skills: Since this role involves a lot of communication, make sure your application reflects your ability to convey information clearly and professionally. We want to see that you can engage with both customers and internal teams effectively.
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 for this exciting opportunity. We can’t wait to hear from you!
How to prepare for a job interview at Specialist Computer Centres PLC
✨Know Your Incident Management Basics
Before the interview, brush up on your knowledge of incident and problem management frameworks like ITSM and SIAM. Be ready to discuss how you've applied these in past roles, as this will show your understanding of the processes and your ability to contribute effectively.
✨Prepare for Scenario Questions
Expect scenario-based questions where you might need to demonstrate how you'd handle specific incidents or problems. Think of examples from your experience where you successfully managed a high-priority incident or improved a process, and be ready to explain your thought process.
✨Showcase Your Communication Skills
As a Problem Analyst, clear communication is key. Prepare to discuss how you've effectively communicated with stakeholders in previous roles. You might even want to practice explaining complex technical issues in simple terms, as this will highlight your interpersonal skills.
✨Highlight Your Proactive Approach
The job description emphasises a proactive mindset. Be prepared to share examples of how you've identified recurring problems and implemented solutions. This will demonstrate your ability to drive continual improvement and take ownership of service quality.