Incident Manager

Job Title: R IS Problem & Incident Analyst
Location: Fully remote (with rare travel to a UK hub if required for IT issues or training)
Contract: 6 months (initial)
Headcount: 1

About the Role

We're looking for an experienced IS Problem & Incident Analyst to join our team on a 6-month contract. This is a hands-on role where you'll play a critical part in minimising the business and customer impact of incidents and problems, ensuring swift restoration of services and driving long-term preventative solutions.

This is a great opportunity for someone who thrives in high-pressure environments, has a structured approach to problem solving, and enjoys engaging with a wide range of stakeholders.

Key Responsibilities

• Minimise impact of incidents and problems through effective decision making and escalation.
• Lead and coordinate response activities, facilitating technical discussions and building action plans to restore service quickly.
• Provide clear and consistent communication to stakeholders throughout the incident/problem life cycle.
• Maintain accurate and auditable records in the ITSM tool (ServiceNow).
• Undertake root cause analysis, driving investigations and identifying preventative actions using recognised methodologies.
• Proactively identify and address potential issues by analysing alerts and incident trends.
• Participate in a 24x7 on-call rota to provide out-of-hours incident support.

About You

• Strong background in incident and problem management within IT Service Management (ITSM) frameworks.
• Hands-on experience using ServiceNow as the primary ITSM tool.
• Proven ability to lead, coordinate and communicate effectively in high-pressure situations.
• Skilled in root cause analysis and structured problem-solving techniques.
• ITIL knowledge or certification is desirable.
• Flexible and proactive approach with strong stakeholder management skills.
• Comfortable taking a hands-on approach to managing and resolving incidents.

What's on Offer

• Fully remote contract with rare travel to a UK hub if required.
• 6-month contract with the possibility of extension.
• Opportunity to work on critical IT service management activities with real business impact.
• A collaborative and supportive environment where you can apply your expertise to drive service excellence.