Analyst II, Incident / Problem Management

Location: York, United Kingdom

Company

hirify.global provides technology and financial services solutions for enterprise clients.

What you will do

• Coordinate incidents, including high-priority incidents, major incident calls, bridge lines, escalations, and stakeholder communications.
• Monitor incident progress, maintain accurate ITSM records, and ensure adherence to SLAs and operational targets.
• Support root cause analysis for recurring or high-impact incidents and maintain problem records, known errors, and workarounds.
• Contribute to post-incident reviews, trend analysis, KPI reporting, audit activities, and process improvements aligned with ITIL practices.
• Collaborate with business, technology, operations, and technical teams to implement permanent fixes.
• Participate in on-call rotations and shift-based coverage within a 24/7 production environment.

Requirements

• 2–5 years of experience in incident management, production support, or IT service management.
• Working knowledge of ITIL Incident and Problem Management processes.
• Experience handling incidents in complex IT environments and using ITSM tools such as ServiceNow or equivalent.
• Strong analytical, problem-solving, prioritization, and communication skills.
• Ability to work with technical and non-technical stakeholders in a fast-paced environment.

Nice to have

• ITIL v3 or v4 certification.
• Bachelor’s degree in Computer Science, IT, or a related field, or equivalent experience.
• Experience in financial services or regulated environments.
• Experience with automation, monitoring tools, and reporting dashboards.

Culture & Benefits

• Full-time role with a high degree of responsibility.
• International work environment and collaborative team.
• Professional education, personal development, and career development opportunities.
• Competitive salary and benefits.