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Incident/Problem/Change Analyst – Investment Banking

Role: Incident/Problem/Change Analyst

Incidents. Problem Management. Change Management. IT Changes. Liaison with IT Support teams. Governance. Processes. Manage incidents. Update incident tickets. Incident tickets. ITSM tool. incident details. Escalate incidents. Incident Review meetings. Problem Management tickets. Problem tickets. IT infrastructure systems. Banking. Financial Services. Shift Pattern.

Key Skills:

  • 2 – 5 years Incident and/or Problem management
  • Experience of working in the Investment Banking sector.
  • Good knowledge of IT Infrastructure systems.


The successful candidate will be based upon our client site in London and will report directly to the IT Service Delivery | IPC & Service Desk Manager who manages a busy Service Desk group and Network Operations Centre team. He/she will be accountable for policing the end to end management of incident, problem and change activities. The teams cover the hours between 0700 and 1800 Monday to Friday with staggered start and end times. There is also an on-call element to the role, covering Incident Management outside of working hours on a rota basis. The position will involve working closely with the client’s IT teams ensuring that they adhere to Incident, Problem and Change processes.

Main Duties:

Change Management:

Facilitate IT change activities across the clients (banks) change and run program.

Review changes and liaise with IT Support teams to ensure the change meets required governance and process is adhered to.

Run Change Advisory Board meetings with IT Support teams.

Update the ITSM tool as part of workflow approval.

Provide change management reports to IT Support teams and Management.

Incident Management:

Responsible for the end to end management of major and high impacting issues, ensuring issues are resolved as quickly as possible.

Manage incidents via conference calls, liaising and coordinating activities with IT Support teams until issues is resolved.

Send communications for incidents to business and IT Support teams.

Update incident tickets within the ITSM tool with incident details and closed within a timely manner with all relevant details of the incident.

Escalate incidents to management, being able to articulate details of the incident.

Problem Management:

Facilitate Post Incident Review meetings with IT teams to identify root cause and remedial actions.

Create problem management tickets within the ITSM tool following an incident or for proactive management of a problem.

Manage the life cycle of Problem tickets.

Liaise with IT Support teams to ensure Problem remedial actions are progressed and completed within required timescales.

Update ITSM tool for known errors.

Outline Thebes Group

Thebes Group is a leading UK wide IT infrastructure technology consultancy. We are well-known for our extensive talent pool of highly competent IT professionals and exclusive Academy programmes, which provide a great opportunity to undertake technical training in core disciplines. Thebes work with a number of leading vendors, Government, financial institutions and insurance companies including investment banks, brokers and hedge funds. To see our list of core capabilities please click here.

Thebes does IT services differently from most other IT service providers. As an Assured Outcome Provider (AOP) we have spent more than 15 years willingly sharing the client’s risk with them by focusing on outputs (i.e. quality service and ROI) rather than inputs (i.e. price lists and warm bodies). We do this by fitting skills to needs, not to job titles, augmenting our staff with enthusiastic professionals and remaining flexible as our clients’ needs change.

Thebes Group is a leading IT services and technology consultancy based in the city of London and Milton Keynes. Thebes work with a number of leading Vendors, Government, Insurance and Financial Institutions including Investment Banks, Brokers, Hedge Funds.

Established in 1992, we are a full service provider that is 100% focused on delivering client value. We design, develop and implement leading technology solutions and resources, which help you, run your businesses better.

Thebes – Lead by Passion, Driven by Innovation and Dedicated to Results.

Thebes may process any personal information supplied in relation to your application. By providing your information, you consent to Thebes using your information to process your application and acknowledge that we will store and use your information in relation to your application.

Trading Floor Support Professional

Investment Banking

Trade Floor Support, Desktop Support, Trader Support. Front Office Support. Financial Markets Trading Systems. Market Data Systems. Infrastructure. Equities. Fixed Income. Voice, Dealerboard IPC, Speakerbus. Factset, Bloomberg, Reuters Eikon, Reuters FXT, Brokertec, ICAP, Trinitec, Wall Street. MS Office. Active Directory. Desktop Security, Windows Policy. Blackberry and BEC Enterprise and Admin. Trade Desktop Hardware configurations. Market Announcement principles. Trading Exchange technology and indices.

Role/Team Summary: This role will suit a seasoned Trade Floor/Front Office Support Analyst. Someone that offers an impressive track record of working for many leading Investment Banks so totally accustomed to the pressure, demands and array of technologies used.  They will also be conversant with dealing with the Trading Floor community.

The successful candidate will deliver an array of Desktop Support services to a diverse range of customers and Traders.  This role demands an experienced Desktop Support professional who offers an impressive track record of working in the Front Office/Trading Floor area.

This role will involve working in a team. This position demands strong Trade Floor Desktop Support skills and the ability to balance tasks as part of the busy day to day support environment.  Since the position is based within the Investment Banking arena it will not be a 9-5 role and will involve out of hours and participation in weekend work, varying project activities, physical desktop equipment and provision of new desktop technology environments.

Essential Experience/Skills:

  • Sound Trading Support experience, ideally holding a senior service role for delivery of key Financial Markets on-floor services.
  • Current and good working knowledge of Financial Markets trading systems and market data systems.
  • Current and sound working knowledge of key infrastructure supporting the trading floors.
  • Effective communicator with the ability to engage colleagues and customers at all levels
  • Takes ownership of actions and able to make sensible and quick decisions.
  • Experienced in meeting KPIs
  • Sound problem solving skills. Able to coordinate trouble shooting practices and address and resolve incidents quickly.
  • Leads by example.
  • Able to build trusting associations with internal Service Delivery functions and stakeholders.
  • Experienced in successfully addressing daily Break Fix and Task Request tickets.

Business and Technical skills sought:

  • Equity and Fixed Income Trading environments
  • Voice, Dealerboard IPC and Speakerbus
  • Market Data application, including Factset, Bloomberg, Reuters Eikon, Reuters FXT, Brokertec, ICAP, Trinitec, Wall Street
  • Trading Exchange technology and indices
  • Market Announcement principles
  • Microsoft technologies
  • Active Directory
  • Desktop security and windows policy
  • Networking essentials
  • Mobility solutions and remote working solutions
  • Blackberry and BES Enterprise and Admin
  • Trader Desktop hardware configuration
  • Resilient and hosted desktop environments

As this role is working within the Trading Floor arena candidates must be willing to work the hours as necessary to get the job done and keep the clients happy.

Thebes does It solutions and services differently from most other IT service providers.  As an Assured Outcome Provider (AOP) we have spent 15 years willing sharing the client’s risk with them, by focusing on outputs (i.e. quality service and solutions and ROI) rather than inputs (i.e. pricelists and headcount). We do this by fitting our skills, solutions and capabilities to needs, augumenting our staff with enthusiastic professionals from our Academy programme and remaining flexible as our client’s need change.

Cherwell Partner