24/7 Incident & Problem Management Analyst II

FIS, Inc.; York and North Yorkshire; On-site; GBP 35,000 - 55,000; Full time

Job summary

FIS is seeking an Incident & Problem Management Analyst (Level 2) to support end-to-end lifecycle of incidents and problems in a 24/7 production environment. You will restore services, coordinate across teams, and drive RCA and continuous improvement while meeting SLAs and KPI targets.

You will work with ITIL processes, ITSM tools, and cross-functional stakeholders in the financial services tech space, contributing to service restoration and shared learning.

Qualifications

• 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)
• 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

Responsibilities

• Incident Management: Manage and coordinate incidents (including high-priority incidents) to restore service, metrics tracking, and trend analysis
• Stakeholder & Communication Management: Provide regular updates to internal teams and stakeholders during incidents
• 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; participate in on-call rotations and shift-based coverage where required
• 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
• 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

Skills

Incident management

IT service management

Analytical thinking

Communication skills

Multi-tasking

Education

Bachelor's degree in Computer Science or related field

Tools

ServiceNow

Automation tools

Monitoring tools

Reporting dashboards

Job description

FIS is seeking an Incident & Problem Management Analyst (Level 2) to support end-to-end lifecycle of incidents and problems in a 24/7 production environment. You will restore services, coordinate across teams, and drive RCA and continuous improvement while meeting SLAs and KPI targets.

You will work with ITIL processes, ITSM tools, and cross-functional stakeholders in the financial services tech space, contributing to service restoration and shared learning.