Incident & Service Improvement Analyst

Atlas Technica; Greater London; Hybrid; GBP 42,000 - 62,000; Full time

Job summary

Atlas Technica seeks a Service Management Analyst to join its growing Service Management team in London with remote capabilities. The role focuses on ITIL-aligned Incident and Problem Management, RCA facilitation, and cross-functional coordination to improve SLAs and reduce recurring incidents.

The candidate will monitor service health, support Major Incident events, and deliver reporting, dashboards, and client-facing reviews. Strong communication and analytical skills are essential for success.

Qualifications

• 2–5 years in service delivery or related operational role.
• Working knowledge of ITIL practices: Incident, Problem, Change, CSI.
• Experience supporting Major Incident Management workflows and RCA documentation.
• Strong analytical and reporting skills to interpret service metrics, SLAs, KPIs, trends.
• Ability to influence technical teams and achieve outcomes without direct authority.
• Excellent written and verbal communication with technical and non-technical stakeholders.

Responsibilities

• Drive incident follow-up and accountability for assigned clients, including escalations and backlog reduction.
• Identify recurring incidents and coordinate Problem Management follow-through.
• Facilitate Root Cause Analyses with complete findings and quality documentation.
• Support Major Incident Management activities and coordinate resources and timelines.
• Monitor service health, SLAs, KPIs, CSAT, and backlog trends to identify risks.
• Prepare and lead client Quarterly Business Reviews with performance insights.
• Own and drive Service Improvement Plans and corrective actions.
• Deliver accurate service reporting and dashboards for leadership and clients.
• Ensure policy-compliance reviews and evidence requests across Service functions.
• Track ITIL process adherence and document gaps and improvements.
• Coordinate across teams to improve handoffs and reduce friction.
• Communicate status, risks, and recommendations clearly to stakeholders.

Skills

ITIL practices

Analytical skills

Stakeholder communication

Cross-functional collaboration

Education

Bachelor's degree or equivalent

Tools

ITSM platforms

Ticketing systems

Power BI

Excel

Job description

Atlas Technica seeks a Service Management Analyst to join its growing Service Management team in London with remote capabilities. The role focuses on ITIL-aligned Incident and Problem Management, RCA facilitation, and cross-functional coordination to improve SLAs and reduce recurring incidents.

The candidate will monitor service health, support Major Incident events, and deliver reporting, dashboards, and client-facing reviews. Strong communication and analytical skills are essential for success.