Incident & Problem Analyst

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.

About you Experience in Incident and Problem Management within IT Service Operations, using ITIL-aligned practices and ITSM tools (e.g. Service Now). 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. Interview process 2 stage interview process - Initial call | Competency & Scenario based questions.

Working Schedule This role is based in Bristol head office, BS2 0PS
. This role is permanent, full time, 37.5 hours per week, Monday to Friday. We have returned to the office 2 days a week. Why us? Here at HL, we're the UK's number 1 investment platform for private investors, based in Bristol. For more than 40 years we've helped investors save time, tax and money on their investments. To achieve our mission, we believe we have a workplace like no other, with constant learning, dynamic teams, and a great ethos.

We're steered by core values that promote service, quality, innovation, and opportunity in everything we do. What's on offer? Discretionary annual bonus
* and annual pay review 25 days
* holiday plus bank holidays and 1-day additional Christmas closure Option to purchase an additional 5 days holiday Flexible working options available, including hybrid working Enhanced parental leave Pension scheme up to 11% employer contribution Income Protection and Life insurance (4 x salary core level of cover) Private medical insurance
* Health care cash plans - including optical,…