Service Operations Analyst — Real-Time Incidents & PQEs

INRIX, Inc.; Altrincham; Hybrid; GBP 45,000 - GBP 65,000; Full time

Job summary

A leading SaaS provider in the UK is looking for an experienced IT Service Operations Analyst to join their Global Service Operations Centre. The role involves monitoring live services, managing incidents, and supporting Product Quality Enquiries. Ideal candidates have a background in service or technical support, strong analytical capabilities, and are comfortable balancing operational duties with investigative tasks. Offering a competitive salary and hybrid work options, this role contributes significantly to both operational stability and product quality improvements.

Benefits

Competitive salary

Pension scheme

Company bonus

Employee stock option plan

Rotating shifts

Qualifications

• Experience in service operations or technical support.
• Understanding of ITIL practices is preferred.
• Ability to document investigations and summarize outcomes.

Responsibilities

• Monitor live services for availability and performance.
• Act as first contact for customer incidents and technical queries.
• Support the management of Product Quality Enquiries.

Skills

Analytical skills

Customer focus

Communication skills

Understanding of incident management

Familiarity with networking concepts

Tools

ITSM platforms

AWS

Windows

Job description

A leading SaaS provider in the UK is looking for an experienced IT Service Operations Analyst to join their Global Service Operations Centre. The role involves monitoring live services, managing incidents, and supporting Product Quality Enquiries. Ideal candidates have a background in service or technical support, strong analytical capabilities, and are comfortable balancing operational duties with investigative tasks. Offering a competitive salary and hybrid work options, this role contributes significantly to both operational stability and product quality improvements.