Incident & Problem Analyst (ITIL/ITSM)

Location: Bristol head office, BS2 0PS, United Kingdom; hybrid work with office attendance 2 days per week

Company

hirify.global is a UK investment platform helping private investors save and invest.

What you will do

• Coordinate end-to-end incident management, including Major Incidents, to restore services quickly and maintain clear communications.
• Act as a Service Assurance control point for prioritisation, escalation, ownership, and stakeholder alignment during live incidents.
• Drive Problem Management activities, including root cause analysis, workaround definition, known error management, and permanent fixes.
• Facilitate incident and problem reviews and track actions through to resolution.
• Maintain accurate and auditable incident and problem records in ITSM tooling and analyse trends to identify systemic issues.
• Collaborate with engineering, operations, and third-party teams to improve monitoring, alerting, runbooks, and service resilience.

Requirements

• Experience in Incident and Problem Management within IT Service Operations using ITIL-aligned practices and ITSM tools such as ServiceNow.
• Experience coordinating incidents and supporting Major Incident management in high-pressure environments.
• Strong root cause analysis, problem-solving, stakeholder management, and communication skills.
• Understanding of cloud platforms, hybrid infrastructure, and observability practices.
• Ability to interpret logs, monitoring data, and alerts to support diagnosis and service improvement.
• Flexibility to support out-of-hours incident management when required.

Culture & Benefits

• Permanent full-time schedule of 37.5 hours per week, Monday to Friday.
• Flexible working options with a hybrid office arrangement.
• Annual bonus, annual pay review, 25 days of holiday plus bank holidays, and additional Christmas closure.
• Enhanced parental leave, pension contributions of up to 11%, income protection, life insurance, and private medical insurance.
• Health screening, wellbeing support, fitness access, travel-to-work schemes, and two paid volunteering days per year.

Hiring process

• Two-stage interview process: initial call followed by competency and scenario-based questions.
• Employment sponsorship is not available.