Incident & Problem Analyst

We are seeking a highly organised and analytical Incident and Problem Analyst to support the effective management of IT incidents and problems across the organisation's technology landscape.

You will also play a key role in continuous improvement initiatives, helping to strengthen operational resilience and safeguard critical business services by applying best practices and supporting governance activities across the technology estate., * Monitor and manage incidents across EMEA, to ensure timely resolution and minimal disruption to banking services.

• Coordinate with regional IT teams and global support functions to escalate and resolve high-priority and major incidents effectively.

• Lead or participate in incident bridges and maintain clear, timely communication with stakeholders across multiple time zones to ensure transparency and alignment.

• Ensure accurate incident logging, categorization, and documentation in ITSM tools (e.g., ServiceNow) to maintain governance and enable effective reporting.

• Conduct structured root cause analysis (RCA) for recurring or high-impact incidents to identify underlying issues and implement permanent fixes.

• Log and track problems through to resolution and closure to reduce recurrence and improve service stability.

• Maintain and govern the Known Error Database (KEDB) to ensure documented workarounds are available and knowledge is shared across regional teams.

• Collaborate with engineering, infrastructure, and application teams to implement preventive measures and improve overall reliability.

• Compliance & Governance

• Ensure incident and problem management processes comply with internal controls and regulatory standards (e.g., SOX, GDPR, PRA/FCA) to maintain governance and avoid compliance breaches.

• Support internal and external audits by providing evidence of governance and process adherence to demonstrate compliance and strengthen organizational controls.

• Enforce consistent process adherence across all EMEA offices to maintain standardization and operational integrity.

• Reporting & Continuous Improvement

• Produce regular reports and dashboards on incident trends, problem resolution progress, and service performance to provide visibility and inform decision-making at senior levels.

• Identify opportunities to improve incident and problem management processes, tools, and automation to enhance efficiency and reduce operational risk.

• Participate in service reviews and post-incident/post-problem retrospectives to capture lessons learned and drive operational excellence.

• Extensive IT Service Management experience, with a strong focus on Incident and Problem Management, or IT operations, preferably in the banking or financial services sector.
• Proven track record in managing major incidents and driving root cause analysis in complex, global environments.
• Experience working in regulated industries (e.g., banking, financial services) with exposure to SOX, GDPR, PRA/FCA compliance.
• Hands-on experience with ITSM tools such as ServiceNow or BMC Remedy.
• Familiarity with operational resilience frameworks and DORA compliance.
• Experience in leading cross-functional teams and managing stakeholders across multiple regions and time zones.
• Strong understanding of IT infrastructure, applications, and service delivery models.
• Proficiency in ITSM tools and reporting dashboards.
• Knowledge of RCA methodologies (e.g., 5 Whys, Kepner-Tregoe).
• Excellent stakeholder management and communication skills across global teams.
• Effective communication, coordination, and stakeholder engagement skills
• Analytical mindset for identifying trends and driving process improvements.

Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive. As part of our standard hiring process to manage risk, please note background screening checks will be conducted on all hires before commencing employment. We use generative AI tools to support our candidate screening process. This helps us ensure a fair, consistent, and efficient experience for all applicants. Rest assured, all final decisions are made by our hiring team, and your application will be reviewed with care and attention.