Operations Analyst - Tier 3

Lily Lifestyle; Greater London; Hybrid; GBP 40,000 - 55,000; Full time

Job summary

An award-winning SaaS organization in Central London is seeking an experienced Operations Analyst for a 12-month hybrid contract, requiring 2-3 days in-office. The role involves supporting incident management and investigations while providing analytical insights to improve processes. Candidates should have strong analytical skills and experience in operations up to Tier 3 level. Benefits include a hybrid work model and perks like free breakfast.

Benefits

Global company

Long contract

Free breakfast

Qualifications

• Experience in incident management, investigations, operations up to Tier 3 level.
• Strong analytical skills and experience with relevant tools.
• Ability to identify patterns in data.

Responsibilities

• Support timely handling of incidents and investigations.
• Ensure cases are triaged and progressed in line with expectations.
• Perform root cause analysis on incidents.
• Provide insights to prioritize fixes.
• Contribute to improvements in processes.

Skills

Incident management

Strong analytical skills

Google Workspace

Tableau

Slack

Salesforce

Jira

Ability to identify patterns in data

Education

ITIL Foundation

Job description

Our client an award winning SaaS organisation providing software solutions to the SME marketplace is now seeking an experienced Operations Analyst for a 12 month contract. Central London location, hybrid, with 2-3 days a week in the office.

You will help the team maintain a consistent and structured approach to handling investigations and incidents.

Skills

• Experience in incident management, investigations, operations up to Tier 3 level or an analytical role in a service environment.
• Strong analytical skills such as Google Workspace and Tableau.
• Comfortable using Slack, Salesforce, Jira, and similar operational tools.
• Ability to identify patterns in data and turn insights into actionable recommendations.
• ITIL Foundation preferred.

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.
• Perform root cause analysis and identify trends across incidents and recurring issues.
• Provide analytical insights that help prioritise fixes and improvements.
• Contribute to improvements that resolve issues more quickly.

Benefits

• Global company, long contract
• Hybrid role
• Free breakfast