Incident Management Analyst - Contract

This is a 3-month Day Rate Contract Role (Inside IR35) .

We are seeking an Incident Management Analyst for an initial 3 month contract assignment.

The ideal candidate will join our Event Management Team at Telefónica Tech UK&I. In this role, you’ll play a vital part in delivering IT monitoring and event management services. You’ll ensure operational excellence in event detection, correlation, and resolution, while supporting both our internal teams and customers.

This position is perfect for someone with strong technical knowledge, great problem-solving ability, and a proactive approach to service improvement.

Job Description

Key Responsibilities:

• Act as the first point of contact for Event Management, supporting customers and internal teams with monitoring and event-handling queries.
• Co-ordinate daily team responses to committed work and operational tasks.
• Maintain operational hygiene of assigned systems, including:
  - User account and permissions reviews
  - Ensuring monitoring software components remain on supported versions
• Monitor and triage events, logging and categorising incidents, escalating when required.
• Proactively identify and remediate potential service issues before they impact customers.
• Document processes, reporting, and contribute to continuous improvement initiatives.
• Collaborate across ITSM, Operations, and Service Delivery for seamless end-to-end service.

What We’re Looking For:

• Flexible, enthusiastic, and highly motivated with a willingness to learn.
• Strong analytical, organisational, and problem-solving skills.
• Excellent communication skills, both written and verbal.
• Team player with a professional approach that builds customer satisfaction.
• Ability to influence, consult, and resolve issues across all levels of the organisation.

Qualifications

Essential:

• Strong expertise in Logic Monitor (LMCA certification highly desirable), including:
  - Alert rule configuration
  - Advanced data collection troubleshooting (WMI & SNMP)
  - Module update & import processes
  - Role-based access control (RBAC) and user management
• Experience with N-able N-sight RMM agent deployment and dashboard maintenance.
• Skilled in creating and maintaining operational checklists to ensure system health.
• Strong knowledge of IT processes and how event management aligns with wider ITSM practices.

Desired:

• Understanding of ITIL best practices, particularly Event, Incident, and Problem Management.
• Experience within IT support or operations environments.

Additional Information

Why Join Us?

• Be part of a supportive, customer-focused team.
• Opportunities to develop technical skills and grow within IT support.
• A role where your professionalism and service excellence will make a real impact.

We believe, inclusion is the bridge for everyone to be their authentic self.  We respect and celebrate our differences as diversity is what makes us unique and sparks our innovation.  Be you with us and feel you belong.

We encourage applications from a wide range of individuals, irrespective of: age, disability, gender, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or beliefs and sexual orientation.

We don’t believe hiring is a tick box exercise, so if you feel that you don’t match the

job description

100%, but would still be a great fit for role, please get in touch.