Incident and Problem Management Analyst

Incident and Problem Management Analyst

Clearance: Must be SC Cleared

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

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