FIS
Analyst Senior, Incident / Problem Management
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
Analyst Senior, Incident / Problem Management
Incident & Problem Management Analyst (Level 2)
Position Type
- Full-time
- Experienced (relevant combination of work and education)
About the Role
The [Incident & Problem Management Analyst (Level 2)] is responsible for supporting the end-to-end lifecycle of incidents and problems across enterprise technology environments. This role focuses on timely service restoration, effective coordination, and contributing to ongoing service improvement.
Operating within a 24/7 production environment, the analyst ensures adherence to service level agreements (SLAs) while collaborating with cross-functional teams to resolve incidents and support root cause analysis (RCA) activities.
What You Will Be Doing
Incident Management
- Manage and coordinate incidents (including high-priority incidents) to restore service as quickly as possible
- Support major incident calls, bridge lines, and coordination activities
- Act as a key point of contact during incidents, ensuring clear and timely communication to stakeholders
- Monitor incident progress and ensure adherence to SLAs and operational targets
- Escalate incidents appropriately based on impact and urgency
- Maintain accurate incident records within ITSM tools in line with process requirements
Problem Management
- Support root cause analysis (RCA) for recurring or high-impact incidents
- Assist in identifying trends and patterns to reduce incident recurrence
- Maintain problem records, known errors, and workarounds
- Contribute to post-incident reviews and lessons learned sessions
- Collaborate with technical teams to track and implement permanent fixes
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
Process Improvement & Governance
- Follow incident and problem management processes aligned to ITIL best practices
- Identify opportunities for process improvement and raise recommendations
- Contribute to KPI reporting, metrics tracking, and trend analysis
- Support audit and compliance activities as required
Stakeholder & Communication Management
- Provide regular updates to internal teams and stakeholders during incidents
- Work closely with business, technology, and operations teams to ensure resolution
- Support communication for incidents, ensuring clarity and appropriate escalation
Team Collaboration
- Work collaboratively within a global incident management function
- Share knowledge and contribute to team learning and best practices
- Provide guidance and support to junior team members where appropriate
- Participate in on-call rotations and shift-based coverage where required
What You Bring
Required
- Typically 2–5 years’ experience in incident management, production support, or IT service management
- Working knowledge of ITIL Incident and Problem Management processes
- Experience handling incidents within complex IT environments
- Strong analytical and problem-solving skills
- Ability to manage multiple tasks in a fast-paced environment
- Good communication skills with the ability to work with technical and non-technical stakeholders
- Experience with ITSM tools (e.g., ServiceNow or equivalent)
Get help with your application
Your very own career expert that helps elevate your application to the next level.
Desired
- ITIL certification (v3 or v4)
- Bachelor’s degree in Computer Science, IT, or related field (or equivalent experience)
- Experience in financial services or regulated environments
- Experience with automation, monitoring tools, and reporting dashboards
What We Offer You
- A multifaceted job with a high degree of responsibility and broad opportunities
- A modern, international work environment and a dedicated, motivated team
- A broad range of professional education and personal development possibilities – FIS is your final career step!
- A competitive salary and benefits
- Career development tools, resources, and opportunities
- The chance to work on some of the most challenging and relevant issues in financial services & technology
-
[pridepass] – A commitment to an environment that values diversity, inclusion, and belonging
Privacy Statement
FIS is committed to protecting the privacy and security of all personal information processed to provide our services. For further details, see the [Online Privacy Notice].
Sourcing Model
Recruitment at FIS operates primarily on a direct sourcing model. The hiring process may occasionally involve preferred recruitment agencies, but unsolicited resumes from unapproved agencies will not be considered. FIS does not accept resumes from unauthorised recruitment agencies and is not responsible for any related fees associated with job postings.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills
Location