Incident and Problem Management Analyst

Incident and Problem Management Analyst Clearance: Must be SC Cleared Location: Warrington – Full time onsite during the initial training period (up to 5 weeks, depending on completion), transitioning to a hybrid model of 1–2 days onsite per week based on business needs. Start date: ASAP Contractor Rate: £275 to £290 per day inside IR35. Extra pay for on call - hourly rate pro rata Duration: 6 to 12 months initially Role Summary Our client is seeking an experienced Incident & Problem Management Analyst to coordinate incident resolution, drive problem investigations, and support continuous service improvement within a complex IT infrastructure environment. You will apply strong ITIL expertise, lead bridge calls, manage stakeholder communications, ensure SLA compliance, and maintain high‑quality BAU delivery. Key Responsibilities * Act as the main contact for all Incident & Problem Records. * Monitor SLAs, drive incident reviews, and ensure accurate closure. * Lead and chair major incident bridge calls. * Guide Incident Process Coordinators and collaborate with SIAM, ITSM, Service Desk, and business teams. * Manage full major incident lifecycle: diagnosis, escalation, comms. * Produce trend analysis and support long‑term root‑cause remediation. * Represent service management in customer meetings and project discussions. * Deliver process improvements and ensure BAU quality and turnaround are met. * Provide clear stakeholder communication across the organisation. * Support on‑call rota duties as required. Essential Skills & Experience * ITIL certified or strong demonstrable ITIL knowledge. * Proven Incident & Problem Management experience in an ITSM environment. * Strong understanding of ITSM tools, SLA reporting, metrics, and escalation. * Experience within busy service desk or infrastructure environments. * Excellent communication, negotiation, interpersonal and customer‑service skills. * Ability to lead incident calls and engage senior stakeholders. * Strong analytical and operational decision‑making. * Experience with onsite/offshore teams and out‑of‑hours support. * Proactive approach with focus on service excellence and improvement. If you have the relevant skills and experience, please do apply promptly to be considered