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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.

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Cherwell Partner