Problem Management Analyst

Requirements

Must have:

- Hands-on ownership of Root Cause Analysis for major incidents (P1/P2) - Experience applying structured RCA methodologies (5 Whys, Fishbone, Fault Tree, Kepner-Tregoe) - Ability to analyse technical, process, and organisational causes of failure - Experience working within Incident, Major Incident, and Problem Management functions - Confidence to challenge engineering teams and vendors on root causes and corrective actions - Experience producing high-quality RCA reports (timeline, impact, contributing factors, actions)

Responsibilities:

- Lead in-depth RCA across incidents and major incidents, identifying true root causes - not just symptoms - Identify patterns, trends, and systemic weaknesses to support Problem Management - Drive actions to reduce repeat incidents and improve stability - Collect and analyse technical, process, and organisational data to build a complete view of failure points - Produce clear, structured RCA reports including timelines, impact assessments, and corrective actions - Work closely with engineering, operations, and vendor teams to validate findings and drive remediation - Contribute to operational maturity by improving RCA quality, consistency, and effectiveness across the organisation

Company:

We are a FTSE 250 recruitment leader with a global footprint, undertaking a bold technology strategy focused on modernisation, digitalisation, and innovation to power progress through people and market-leading technology. This role sits within Technology Operations and offers the unique opportunity to lead root cause investigations across major incidents and recurring issues, ensuring sustainable corrective and preventative actions are implemented. Our teams work collaboratively to identify underlying causes of failure, making a significant impact on service stability.