Incident & Problem Analyst

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. 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.

• 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.
• 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.

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.

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.

• 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
• dependant on role level
• only available to select during our annual benefits window, in November each year