Support Operations Analyst - Tier 3 Support - Investigations - Incidents - Salesforce - ITIL
Support Operations Analyst - Tier 3 Support - Investigations - Incidents - Salesforce - ITIL
- 12 Month Initial Contract
- Location - London
- Hybrid Working - 3 days per week in the office
- Daily rate - up to £300 per day Inside IR35
You will strengthen the operational foundation of the tactical function by ensuring incidents, investigations, break fixes, and case work are handled with accuracy, discipline, and clear prioritisation. You will also identify opportunities to simplify processes, reduce friction, and improve workflows that support better customer and employee experiences.
Responsibilities:
- Support timely and consistent handling of incidents, investigations, and related case work.
- Ensure cases are triaged and progressed in line with expectations, highlighting gaps in speed, quality, or process.
- Coordinate incident workflows and ensure investigations are assessed and assigned accurately.
- Perform root cause analysis and identify trends across incidents and recurring issues.
- Provide analytical insights that help prioritise fixes and improvements with Product and Engineering.
- Contribute to improvements that reduce time to triage and resolve.
- Identify opportunities to streamline workflows, tools, and handoffs.
- Produce lightweight reporting and dashboards to highlight trends, risks, and opportunities.
- Maintain clear communication across teams, sharing updates and blockers as needed.
- Support continuous improvement efforts and test new approaches.
Qualifications:
- Experience in incident management, investigations, operations, or an analytical role in a technology or service environment.
- Ability to manage small to medium projects from planning through execution.
- Strong analytical skills with experience using Tableau and Google Workspace.
- Comfortable using Slack, Salesforce, Jira, and similar operational tools.
- Ability to identify patterns in data and turn insights into actionable recommendations.
- Strong communication skills and comfort working with technical and non-technical partners.
- Ability to work independently and take ownership of outcomes.
- ITIL Foundation preferred.
Support Operations Analyst - Tier 3 Support - Investigations - Incidents - Salesforce - ITIL