Incident and Problem Management Analyst

Incident and Problem Management Analyst

Location:

Warrington – Onsite

Start date:

ASAP

Contractor Rate: TBC, likely in the region of £400 per day inside IR35

Duration: 6 months initially

Clearance:
Must be SC Cleared / SC eligible

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 with in 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.

Additional Requirements

* Must hold active transferable SC clearance or be SC‑eligible.

* Mandatory training and pre‑joining checks must be completed before contract start