Service Reliability Analyst

Service Reliability Analyst — London, 3-days per week in-office

About Finova 

Finova is the UK's leading lending and savings technology provider, supporting one in every five mortgages nationwide. Our agile, cloud-native solutions enable over 60 banks, building societies, specialist lenders, equity release providers and a network of 2,400+ brokers to stay ahead in a competitive market.

Built on open architecture and backed by deep industry expertise, our platform is designed to scale. Each year, we process over £50 billion in loans, manage nearly £50 billion in savings, and support the digital servicing of more than 650,000 UK borrower accounts.

Be part of a team that’s driving innovation, enabling growth and shaping the future of UK lending.

For Lenders 

Finova offers a flexible, modular technology suite designed to help lenders move faster, scale efficiently and deliver standout digital experiences.

Financial Institutions use Finova to launch products faster, process applications up to 50% more efficiently and reduce operational costs — all while staying fully compliant in a fast-moving market. 

About the Role:

As a Service Reliability Analyst based in London, you will be a vital member of Finova's Service Reliability Team. Sitting at the intersection between technical teams, internal stakeholders, and external clients, your primary purpose is to deliver service excellence by ensuring incident communications, Root Cause Analysis (RCA) reports, and technical workarounds are clear, structured, and business-focused.

In this early-career, development-focused position, you will be responsible for translating complex diagnostic details into actionable insights, driving ticket quality, coordinating offshore analysis tasks, and tracking preventive actions to ensure long-term system stability across Finova's financial technology platform.

About you:

• Communication & Technical Translation: Exceptional written and verbal English communication skills, with a proven ability to translate complex technical diagnostics into plain, business-focused executive summaries and customer updates.

• Customer Service & Stakeholder Empathy: Strong client-facing skills with a calm, composed, and professional demeanor during high-pressure incident investigations.

• Data Literacy & Analytical Thinking: An analytical mindset comfortable using data, spreadsheets, and reporting tools to spot incident trends, identify patterns, and drive root cause resolution.

• Organisation & Task Accountability: High attention to detail and strong time management skills, with the confidence to run structured meetings and hold cross-functional peers accountable to action deadlines.

• ITSM & Ticketing Software (Desirable): Practical familiarity or hands-on experience using Jira Service Management or similar enterprise service desk platforms.

• ITIL Alignment & RCA Concepts (Desirable): Basic understanding of ITIL-aligned service management frameworks, Root Cause Analysis (RCA) methodology, and Known Error Database (KEDB) management.

• Early Career / Academic Foundation: A degree in Information Technology, Business Information Systems, or a related field, OR equivalent foundational experience in a technical support, operations, or customer service environment.

What will you be doing?

• Incident Communication & Technical Translation: Convert complex technical diagnostic summaries into clear, business-focused customer updates, post-mortems, and Root Cause Analysis (RCA) executive summaries.

• RCA Facilitation & CAPA Tracking: Lead cross-functional RCA sessions across software and infrastructure teams, managing all Corrective and Preventive Actions (CAPAs) through to completion to prevent incident recurrence.

• Offshore Team Tasking: Direct offshore analyst pods during regular ticket reviews by framing business context, setting priorities, and delegating technical investigation tasks.

• Known Error Database (KEDB) Governance: Quality-gate KEDB entries drafted by analysts to ensure technical workarounds are clear, accessible, and actionable for frontline support teams.

• Modern AI Tool Utilisation: Leverage Generative AI productivity tools to synthesize incident timelines, draft post-mortem reports, and automatically extract key action items from meetings.

• Service Metrics & Trend Analysis: Analyze weekly and monthly incident data to build actionable trend insights for leadership and client service reviews, maintaining strict SLA compliance for RCA reporting.

• ITSM Skill & Career Development: Build foundational expertise in IT Service Management (ITSM), incident governance, and modern reliability practices within a fast-paced UK FinTech ecosystem.

What We Offer:

• Hybrid working ️ We operate on a hybrid model that is primarily office-based, requiring three days in the office each week, with the flexibility to work remotely for the remainder.

• Private medical insurance ‍⚕️
  Comprehensive health cover, with the option to add your family to your plan, because your well-being matters to us.

• Life assurance & income protection
  We provide life assurance and income protection to give you peace of mind for the future

• Family friendly policies
  Our enhanced family-friendly policy goes beyond maternity and paternity leave, offering paid time off for when plans change or alternative paths to parenthood are needed.

• Work from anywhere
  Some thrive in the office, others at home — and many do best with choice. With approval, Finova employees can work abroad for up to 4 weeks each year.

• Flexible holiday package ️
  Enjoy 25 days paid holiday allowance, plus all public holidays. And, you can rebook any public holidays for a day that aligns with your personal beliefs or celebration calendar. We also offer holiday trading allowing you to purchase or sell your holiday allowance.

• Company pension scheme
  With salary exchange, you save on tax and can build a secure future.

• Employee assistance programme
  We understand that mental health is just as important as physical health. Access to a 24/7 confidential counselling helpline ensures you have support when you need it.

• Electric car scheme
  Get a brand-new electric vehicle with salary sacrifice as a benefit, paid for through your gross monthly pay, saving on Income Tax and National Insurance.

• Health cash plan
  Our Health Cash Plan empowers you to prioritise your wellbeing by providing effortless reimbursement for everyday healthcare costs, from dental and optical visits to physiotherapy.

• Gym discounts ️
  Achieve your fitness goals for less with GymFlex, which offers significant savings on annual memberships at over 3,000 gyms and leisure centers nationwide.

• Perks that matter
  We fuel your day with a fully stocked pantry of fresh fruit and snacks and keep the team spirit high with weekly socials and events.

Equal Opportunity Statement

We value diversity and are committed to creating an inclusive environment for all employees. If you’re passionate about this role but don’t meet all the criteria, please reach out, we’d love to discuss how your skills and experiences align with our needs.