Incident and Problem Management Analyst
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
