Incident & Problem Analyst — Hybrid & Resilience

Hargreaves Lansdown PLC; West of England; Híbrido; GBP 55.000 - 85.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

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 *

Descripción de la vacante

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.

Formación

• 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.

Conocimientos

Incident management

Problem management

ITIL

Service monitoring

Stakeholder management

Root cause analysis

Communication skills

Out-of-hours support

Herramientas

ServiceNow

Monitoring tools

ITSM tooling

Descripción del empleo

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.