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# Incident & Problem Analyst

- **Company:** Hargreaves Lansdown
- **Location:** Bristol, UK
- **Contract:** Permanent contract
- **Skills:** Operational Data Store, Servicenow
- **Published:** October 9, 2026
- **Apply:** https://hargreaveslansdown.wd3.myworkdayjobs.com/HargreavesLansdown/job/Welcome-Building/Incident---Problem-Analyst_R9950

## About the Role

* Experience in Incident and Problem Management within IT Service Operations, using ITIL-aligned practices and ITSM tools (e.g. ServiceNow).

 * Proven ability to coordinate incidents and support Major Incident management in high-pressure environments.

 * Strong root cause analysis and problem-solving capability, driving permanent resolution of recurring issues.

 * Understanding of modern technology environments, including cloud platforms, hybrid infrastructure, and observability practices.

 * Ability to interpret operational data (logs, monitoring, alerts) to support diagnosis and improvement.

 * Strong stakeholder management and communication skills, with the ability to provide clear updates to technical and business audiences.

 * Analytical mindset with the ability to identify trends, prioritise effectively, and drive continuous improvement.

 * Resilient and calm under pressure, with flexibility to support out-of-hours incident management when required.

## Description

The Incident & Problem Analyst coordinates incident response and drives problem management across HL's enterprise technology estate, ensuring rapid service restoration, reduced repeat failure, and improved operational resilience. Operating within Service Assurance, the role provides run-time control and governance across heritage, cloud, and third-party services, working with resolver teams to translate incidents into root cause insight, known errors, and permanent fixes while protecting service stability and client outcomes.

What you will be doing

 * Coordinate end-to-end incident management, including Major Incidents, ensuring rapid service restoration, clear communications, and accurate record keeping.
 * Act as a Service Assurance control point during live incidents, ensuring effective prioritisation, escalation, ownership, and stakeholder alignment.

 * Drive Problem Management activities, ensuring root cause analysis, workaround definition, known error management, and permanent fixes are progressed with accountable teams.

 * Facilitate incident and problem reviews, ensuring actions are defined, owned, and tracked through to resolution.

 * Maintain high-quality incident and problem data within ITSM tooling, ensuring completeness, accuracy, and auditability.

 * Analyse incident and problem trends to identify systemic issues and drive continuous improvement across services.

 * Collaborate with engineering, operations, and third-party teams to improve monitoring, alerting, runbooks, and service resilience.

 * Support out-of-hours and on-call activities for Major Incident coordination where required.