Analyst Senior, Incident / Problem Management

About the role

The Incident & Problem Management Analyst (Level 2) is responsible for supporting the end-to-end lifecycle of incidents and problems across enterprise technology environments. This role focuses on timely service restoration, effective coordination, and contributing to ongoing service improvement. Operating within a 24/7 production environment, the analyst ensures adherence to service level agreements (SLAs) while collaborating with cross-functional teams to resolve incidents and support root cause analysis activities.

Responsibilities

• Incident Management
• Manage and coordinate incidents (including high-priority incidents) to restore service as quickly as possible
• Support major incident calls, bridge lines, and coordination activities
• Act as a key point of contact during incidents, ensuring clear and timely communication to stakeholders
• Monitor incident progress and ensure adherence to SLAs and operational targets
• Escalate incidents appropriately based on impact and urgency
• Maintain accurate incident records within ITSM tools in line with process requirements
• Problem Management
• Support root cause analysis (RCA) for recurring or high-impact incidents
• Assist in identifying trends and patterns to reduce incident recurrence
• Maintain problem records, known errors, and workarounds
• Contribute to post-incident reviews and lessons learned sessions
• Collaborate with technical teams to track and implement permanent fixes
• Process Improvement & Governance
• Follow incident and problem management processes aligned to ITIL best practices
• Identify opportunities for process improvement and raise recommendations
• Contribute to KPI reporting, metrics tracking, and trend analysis
• Support audit and compliance activities as required
• Stakeholder & Communication Management
• Provide regular updates to internal teams and stakeholders during incidents
• Work closely with business, technology, and operations teams to ensure resolution
• Support communication for incidents, ensuring clarity and appropriate escalation
• Team Collaboration:
• Work collaboratively within a global incident management function
• Share knowledge and contribute to team learning and best practices
• Provide guidance and support to junior team members where appropriate
• Participate in on-call rotations and shift-based coverage where required
• What you bring:
• Typically 2-5 years' experience in incident management, production support, or IT service management
• Working knowledge of ITIL Incident and Problem Management processes
• Experience handling incidents within complex IT environments
• Strong analytical and problem-solving skills
• Ability to manage multiple tasks in a fast-paced environment
• Good communication skills with the ability to work with technical and non-technical stakeholders
• Experience with ITSM tools (e.g., ServiceNow or equivalent)
• Desired:
• ITIL certification (v3 or v4)
• Bachelor's degree in Computer Science, IT, or related field (or equivalent experience)
• Experience in financial services or regulated environments
• Experience with automation, monitoring tools, and reporting dashboards
• What we offer you:
• A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities
• A modern, international work environment and a dedicated and motivated team
• A broad range of professional education and personal development possibilities - FIS is your final career step!
• A competitive salary and benefits
• A variety of career development tools, resources and opportunities
• The chance to work on some of the most challenging, relevant issues in financial services & technology
• Privacy Statement
• FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice .
• Sourcing Model
• #pridepass

Additional Information

Are you curious, motivated, and forward-thinking? At FIS you'll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.

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