Incident & Problem Analyst

Hargreaves Lansdown PLC; West of England; Híbrido; GBP 55 000 - 85 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Discretionary annual bonus* and annual

25 days* holiday

Option to purchase an additional 5 d?y

Flexible working options available, hy

Enhanced parental leave

Pension scheme up to 11% employer

Income Protection and Life insurance (

Private medical insurance*

Health care cash plans - including

Health screening programme

Help@hand - confidential support

Wellhub - unlimited access to fitness

Two paid volunteering days per year *

Resumo da oferta

Hargreaves Lansdown, based in Bristol, seeks an Incident & Problem Analyst to coordinate end-to-end incident management and drive problem resolution. The role supports Major Incident coordination, root cause analysis, and improvements across heritage, cloud, and third-party services.

The ideal candidate has ITIL-aligned experience, strong stakeholder communication, and the ability to interpret operational data to improve service resilience.

Qualificações

• 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, driving permanent resolution of recurring issues.

Responsabilidades

• 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.

Conhecimentos

Incident management

Problem management

ITIL

Service monitoring

Stakeholder management

Root cause analysis

Communication skills

Out-of-hours support

Ferramentas

ServiceNow

Monitoring tools

ITSM tooling

Descrição da oferta de emprego

Excited to grow your career? Our purpose is to make it easy for people to save and invest for a better future. We are looking for great people to join us, so please come and invest in YOUR future at Hargreaves Lansdown. We know that sometimes people can be put off applying for a job if they don't tick every box. If you're excited about working for us and have most of the skills or experience we're looking for.

About the role

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. Operating within Service Assurance, the role provides run-time control and governance across heritage, cloud, and third-party services, working with resolver teams to translate incidents into root cause insight, known errors, and permanent fixes while protecting service stability and client outcomes.

What you will be doing

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.

About you

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, driving permanent resolution of recurring issues. 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. Analytical mindset with the ability to identify trends, prioritise effectively, and drive continuous improvement. Resilient and calm under pressure, with flexibility to support out-of-hours incident management when required.

Interview process

2 stage interview process - Initial call | Competency & Scenario based questions.

Working Schedule

This role is based in Bristol head office, BS2 0PS. This role is permanent, full time, 37.5 hours per week, Monday to Friday. We have returned to the office 2 days a week.

Why us?

Here at HL, we’re the UK’s number 1 investment platform for private investors, based in Bristol. For more than 40 years we’ve helped investors save time, tax and money on their investments. To achieve our mission, we believe we have a workplace like no other, with constant learning, dynamic teams, and a great ethos. We're steered by core values that promote service, quality, innovation, and opportunity in everything we do.

What's on offer?

• Discretionary annual bonus* and annual pay review
• 25 days* holiday plus bank holidays and 1-day additional Christmas closure
• Option to purchase an additional 5 days holiday**
• Flexible working options available, including hybrid working
• Enhanced parental leave
• Pension scheme up to 11% employer contribution
• Income Protection and Life insurance (4 x salary core level of cover)
• Private medical insurance*
• Health care cash plans - including optical, dental, and outpatient care
• Health screening programme
• Help@hand - confidential support including mental health counselling and remote GP
• Wellhub - unlimited access to fitness providers and wellness coach sessions
• Variety of travel to work schemes with bike storage and shower facilities
• Inhouse barista and deli serving subsidised coffee and sandwiches
• Two paid volunteering days per year *

Hargreaves Lansdown is an inclusive employer that values diversity in its workforce. We encourage applications from all individuals without regard to race, religion, gender, sexual orientation, national origin, disability or age. This role may also be available on a flexible working or part time basis – please ask the Recruitment & Onboarding team for more information.

Please note, we are unable to provide employment sponsorship to candidates.

Hargreaves Lansdown is the UK's number one platform for private investors. Our purpose is to empower people to save and invest with confidence, and today, we are trusted with more than £120 billion by over 1.7 million clients. We are based in the heart of Bristol now with over 2,000 colleagues. We believe we have a workplace like no other, with constant learning, dynamic teams and a great ethos. We're steered by our core values that promote service, quality, innovation, and opportunity in everything we do. For more information about careers at HL and to see all our vacancies, please visit our careers website.