Junior Major Incident & Problem Analyst

Thebes IT Solutions Ltd; Greater London; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading IT service provider in Greater London is seeking a Junior Major Incident & Problem Analyst to handle major incidents and problem management processes. The ideal candidate should have at least 2 years of relevant experience, strong communication skills, and a foundation in IT service delivery. Responsibilities include managing incidents, facilitating reviews, and ensuring effective communication with stakeholders. This role is perfect for proactive individuals looking to develop their career in a fast-paced environment.

Qualifications

• 2 years' experience in IT support or service management environment.
• Working knowledge of ITIL practices and terminology.
• Basic understanding of IT infrastructure.

Responsibilities

• Manage end-to-end processes for high-impacting incidents.
• Facilitate Post-Incident Review meetings.
• Update ITSM tool with incident details.

Skills

Customer-focused IT support experience

Strong communication skills

Methodical task management

Collaboration with cross-functional teams

Analytical and organizational skills

Education

Foundation understanding of IT service delivery

ITIL practices understanding

Tools

ITSM platforms (e.g., ServiceNow)

Excel basics

Job description

As part of a three-person Incident, Problem, (IPC) team, you will work closely with Run the Bank IT teams, ensuring adherence to ITIL-aligned Incident and Problem Management processes. The role includes on-site support during business hours (07:00 - 18:00, Monday to Friday) and participation in an on-call rota for out-of-hours incident management.

Responsibilities

• Responsible for the end‑to‑end management of major and high‑impacting issues, ensuring issues are resolved as quickly as possible.
• Manage incidents via conference calls, liaising and coordinating activities with IT support teams until issues are resolved.
• Send regular communications regarding the incident to relevant stakeholders.
• Update incident tickets in the ITSM tool with incident details including the actual issues, business impact, known cause and timeline of events.
• Escalate incidents to management, articulating details of the incident at all levels.

Problem Management

• Facilitate Post‑Incident Review meetings, working with the Service Delivery Manager and Run the Bank teams to identify root cause and remedial actions.
• Create problem management tickets in the ITSM tool following an incident or for proactive management of a problem, ensuring the ticket contains all relevant details and remediation activities with due dates.
• Manage the life cycle of problem tickets and flag any potential issues or missed due dates.
• Hold meetings with the Service Delivery Manager and Run the Bank teams to receive progress updates on remediation actions and update the problem‑management ticket.
• Update the ITSM tool for known errors.

Professionalism

• Act as an advocate for Thebes Group and conduct yourself in accordance with the company's Code of Conduct at all times.
• Participate in and undertake applicable professional, technical and career development training, including attainment of associated qualifications where required.
• Comply with external and internal regulatory and statutory policies, procedures and regulations.
• Liaise with relevant areas across Thebes Group and client sites to ensure policies are known, understood, and drive appropriate outcomes.
• Undertake any other duties of a similar nature that the company reasonably requests.

Qualifications

• 2 years' experience in a customer‑focused, fast‑moving IT support or service management environment.
• Foundation understanding of IT service delivery and Major Incident and Problem Management processes.
• Working knowledge of ITIL practices and terminology.
• Strong communication skills, able to explain technical issues to both IT and business stakeholders.
• Methodical approach to managing tasks and following up on delivery.
• Ability to collaborate well with cross‑functional teams.
• Confident in managing and participating in major incidents and problem investigations with support from senior staff.
• Basic understanding of IT infrastructure and relevant systems.
• Comfortable producing reports and handling incident/problem tracking (Excel basics and ITSM tool navigation).
• Strong analytical and organizational skills.

Desirable Skills

• Experience supporting or working with senior stakeholders and driving process adherence.
• Exposure to financial services or regulated sectors.
• ITIL or other ITSM certifications in progress or completed.
• Experience using ITSM platforms (e.g., ServiceNow, Remedy, BMC, Cherwell).
• Interest in professional development and growing knowledge of ITIL/incident management best practices.

About the Role

We are seeking a Junior Major Incident & Problem Analyst to join our team based in central London. This role requires a proactive, detail‑oriented, and communicative professional who can manage and drive major incidents and problem management across their full lifecycle in a fast‑paced, high‑demand environment.