Operations Analyst - Tier 3

EF Recruitment; Greater London; Hybrid; GBP 45,000 - 55,000; Full time

Job summary

A leading SaaS organization in Central London is seeking an experienced Operations Analyst for a 12-month contract. This hybrid role requires you to support the team in managing investigations and incidents effectively. Ideal candidates will have strong analytical skills, experience in incident management up to Tier 3 level, and familiarity with tools like Google Workspace and Tableau. The position offers benefits like a long contract and free breakfast.

Benefits

Hybrid role

Free breakfast

Global company, long contract

Qualifications

• Experience in incident management and investigations.
• Ability to identify patterns in data and provide actionable insights.
• Comfortable using operational tools like Salesforce, Slack, and Jira.

Responsibilities

• Support timely handling of incidents and investigations.
• Ensure cases are triaged according to expectations.
• Perform root cause analysis and identify trends.

Skills

Incident management

Strong analytical skills

Google Workspace

Tableau

Slack

Salesforce

Jira

ITIL Foundation

Job description

Our client an award winning SaaS organisation providing software solutions to the SME marketplace is now seeking an experienced Operations Analyst for a 12 month contract. Central London location, hybrid, with 2-3 days a week in the office.

You will help the team maintain a consistent and structured approach to handling investigations and incidents.

Skills

• Experience in incident management, investigations, operations up to Tier 3 level or an analytical role in a service environment.
• Strong analytical skills such as Google Workspace and Tableau.
• Comfortable using Slack, Salesforce, Jira, and similar operational tools.
• Ability to identify patterns in data and turn insights into actionable recommendations.
• ITIL Foundation preferred.

Responsibilities

• Support timely and consistent handling of incidents, investigations, and related case work.
• Ensure cases are triaged and progressed in line with expectations, highlighting gaps in speed, quality, or process.
• Perform root cause analysis and identify trends across incidents and recurring issues.
• Provide analytical insights that help prioritise fixes and improvements.
• Contribute to improvements that resolve issues more quickly.

Benefits

• Global company, long contract
• Hybrid role
• Free breakfast