Hybrid Incident & Problem Resolution Specialist

Hargreaves Lansdown group; West of England; On-site; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Discretionary bonus

25 days holiday

Hybrid working

Pension scheme up to 11%

Private medical insurance

Health care cash plans

Wellbeing programme

Volunteering days

Job summary

The Incident & Problem Analyst coordinates incident response and drives problem management across HL's enterprise technology estate, ensuring rapid service restoration, reduced repeat failure, and improved operational resilience.

Based in Bristol head office, this permanent role sits in Service Assurance and collaborates with engineering, operations, and third-party teams to translate incidents into root causes, known errors, and permanent fixes while protecting service stability.

Qualifications

• Experience in Incident and Problem Management within IT Service Operations, using ITIL-aligned practices and ITSM tools (e.g. ServiceNow).
• Proven ability to coordinate incidents and support Major Incident management in high-pressure environments.
• Strong root cause analysis and problem-solving capability.
• Understanding of modern technology environments, including cloud platforms, hybrid infrastructure, and observability practices.
• Ability to interpret operational data (logs, monitoring, alerts) to support diagnosis and improvement.
• Strong stakeholder management and communication skills, with the ability to provide clear updates to technical and business audiences.

Responsibilities

• Coordinate end-to-end incident management, including Major Incidents, ensuring rapid service restoration, clear communications, and accurate record keeping.
• Act as a Service Assurance control point during live incidents, ensuring effective prioritisation, escalation, ownership, and stakeholder alignment.
• Drive Problem Management activities, ensuring root cause analysis, workaround definition, known error management, and permanent fixes are progressed with accountable teams.
• Facilitate incident and problem reviews, ensuring actions are defined, owned, and tracked through to resolution.
• Maintain high-quality incident and problem data within ITSM tooling, ensuring completeness, accuracy, and auditability.
• Analyse incident and problem trends to identify systemic issues and drive continuous improvement across services.
• Collaborate with engineering, operations, and third-party teams to improve monitoring, alerting, runbooks, and service resilience.
• Support out-of-hours and on-call activities for Major Incident coordination where required.

Skills

Incident management

Problem management

ITIL

ITSM tools

ServiceNow

Root cause analysis

Stakeholder management

Observability

Data interpretation

Tools

ServiceNow

Job description

The Incident & Problem Analyst coordinates incident response and drives problem management across HL's enterprise technology estate, ensuring rapid service restoration, reduced repeat failure, and improved operational resilience.

Based in Bristol head office, this permanent role sits in Service Assurance and collaborates with engineering, operations, and third-party teams to translate incidents into root causes, known errors, and permanent fixes while protecting service stability.