IT Operations Analyst - Support Operations - Incident Management - Salesforce - ITIL - Jira - Slack
Posted 1 day ago by Nexere Consulting Limited
£300 Per day
Inside
Hybrid
London, UK
Summary: The IT Operations Analyst role focuses on enhancing operational efficiency within the support operations team, specifically in incident management. The position involves ensuring accurate handling of incidents and case work while identifying opportunities for process improvement. The analyst will also provide analytical insights to prioritize fixes and improvements, contributing to better customer and employee experiences. This is a hybrid role based in London, requiring three days in the office each week.
Key Responsibilities:
- Support timely and consistent handling of incidents, investigations, and related case work.
- Ensure cases are triaged and progressed in line with expectations, highlighting gaps in speed, quality, or process.
- Coordinate incident workflows and ensure investigations are assessed and assigned accurately.
- Perform root cause analysis and identify trends across incidents and recurring issues.
- Provide analytical insights that help prioritise fixes and improvements with Product and Engineering.
- Produce lightweight reporting and dashboards to highlight trends, risks, and opportunities.
- Maintain clear communication across teams, sharing updates and blockers as needed.
- Support continuous improvement efforts and test new approaches.
Key Skills:
- Experience in incident management, investigations, operations, or an analytical role in a technology or service environment.
- Ability to manage small to medium projects from planning through execution.
- Strong analytical skills with experience using Tableau and Google Workspace.
- Comfortable using Slack, Salesforce, Jira, and similar operational tools.
- Ability to identify patterns in data and turn insights into actionable recommendations.
- Strong communication skills and comfort working with technical and non-technical partners.
- Ability to work independently and take ownership of outcomes.
- ITIL Foundation preferred.
Salary: £300 daily
City: London
Country: UK
Working Arrangements: hybrid
IR35 Status: inside IR35
Seniority Level: undetermined
Industry: IT
IT Operations Analyst - Support Operations - Incident Management - Salesforce - ITIL - Jira - Slack
- 12 Month Initial Contract
- Location - London
- Hybrid Working - 3 days per week in the office
- Daily rate - up to £300 per day Inside IR35
You will strengthen the operational foundation of the tactical function by ensuring incidents, investigations, break fixes, and case work are handled with accuracy, discipline, and clear prioritisation. You will also identify opportunities to simplify processes, reduce friction, and improve workflows that support better customer and employee experiences.
Responsibilities:
- Support timely and consistent handling of incidents, investigations, and related case work.
- Ensure cases are triaged and progressed in line with expectations, highlighting gaps in speed, quality, or process.
- Coordinate incident workflows and ensure investigations are assessed and assigned accurately.
- Perform root cause analysis and identify trends across incidents and recurring issues.
- Provide analytical insights that help prioritise fixes and improvements with Product and Engineering.
- Produce lightweight reporting and dashboards to highlight trends, risks, and opportunities.
- Maintain clear communication across teams, sharing updates and blockers as needed.
- Support continuous improvement efforts and test new approaches.
Qualifications:
- Experience in incident management, investigations, operations, or an analytical role in a technology or service environment.
- Ability to manage small to medium projects from planning through execution.
- Strong analytical skills with experience using Tableau and Google Workspace.
- Comfortable using Slack, Salesforce, Jira, and similar operational tools.
- Ability to identify patterns in data and turn insights into actionable recommendations.
- Strong communication skills and comfort working with technical and non-technical partners.
- Ability to work independently and take ownership of outcomes.
- ITIL Foundation preferred.
IT Operations Analyst - Support Operations - Incident Management - Salesforce - ITIL - Jira - Slack
