Incident & Problem Analyst — Hybrid (ITIL-Driven)

Hargreaves Lansdown group; Eastbourne; Hybrid; GBP 52,000 - 68,000; Full time

Benefits offered by this job

Discretionary annual bonus

25 days holiday

Hybrid working

Pension scheme up to 11%

Private medical insurance

Health screening

Volunteer days

Job summary

Hargreaves Lansdown in Bristol is seeking an Incident & Problem Analyst to coordinate end-to-end incident management, drive problem resolution, and improve service resilience across enterprise IT estates.

You will operate within Service Assurance, translating incidents into root cause insights and permanent fixes, while collaborating with engineering, operations, and third-party teams. The role requires ITIL-aligned practices and strong stakeholder communication.

Qualifications

• Experience in Incident and Problem Management within IT Service Operations.
• Proven ability to coordinate incidents and 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).
• Strong stakeholder management and communication skills.
• 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.

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

Major incidents

Root cause analysis

ITIL practices

ServiceNow

Stakeholder management

Observability

Cloud & hybrid

Logs & metrics

Communication

Job description

Hargreaves Lansdown in Bristol is seeking an Incident & Problem Analyst to coordinate end-to-end incident management, drive problem resolution, and improve service resilience across enterprise IT estates.

You will operate within Service Assurance, translating incidents into root cause insights and permanent fixes, while collaborating with engineering, operations, and third-party teams. The role requires ITIL-aligned practices and strong stakeholder communication.