Incident and Problem Analyst

Job Description

Title: Incident and Problem Analyst

Contract Type: Permanent

Location: Bradford, Chatham, Petersfield, London

Working Pattern: Hybrid (usually a couple of days a week in the office).

We welcome part-time and flexible arrangements and will aim to match your current flexibility where possible.

What We Offer

We care about your wellbeing, not just your work. Our benefits are designed to support your life, your health and your growth:

• Holidays: 25 days (rising to 30) + buy/sell up to 5 days + swap up to 4 bank holidays.
• Pension: Up to 10% employer contribution.
• Enhanced Leave: Enhanced maternity (post-probation), 4 weeks’ paternity, and paid neonatal & carers leave.
• Workations: Work abroad for up to 20 days a year in approved countries.
• Birthday Leave: Your birthday off paid.
• Volunteering: 2 paid volunteering days.
• Learning: Access to Learning for all colleagues.
• Financial Wellbeing: Free Snoop Premium subscription.
• Healthcare: Self-pay Den plan & optional Private Medical Insurance.

As part of our IT Service Management function, you will play a key role in supporting both Incident Management and Problem Management across the organisation. You’ll be responsible for controlling the full lifecycle of all incidents within our IT estate, ensuring service impacts are minimised and normal operations are restored as quickly and efficiently as possible.

In this role, you will champion the Problem Management process—driving root-cause analysis, reducing the number of recurring Major Incidents, and ensuring that meaningful corrective actions are identified and delivered. You will help embed a culture of continuous improvement by coordinating and completing ‘lessons learned’ activities, identifying opportunities to strengthen our operational resilience, and supporting teams to implement longterm fixes.

What You’ll Be Doing

In your day-to-day role, you will:

• Support the Incident and Problem Management function across all Production services within the Tech & Change department.
• Help develop and embed effective Incident and Problem Management processes using both ITIL and Agile principles.
• Contribute to the definition, maturation, and delivery of Incident and Problem Management Service Improvement Plans.
• Assist in managing Major Incidents, including all Priority 1 and Priority 2 issues and widespread incidents with escalation potential.
• Drive process evolution by supporting rootcause analysis and strengthening longterm stability across IT services.

What Will Make You Stand Out

We’d love to hear from you if you have:

• Experience in Major Incident, Incident, and Problem Management within a largescale, complex IT environment.
• Proven track record managing and operating ITIL processes in a live delivery setting.
• Strong background in restoring services within Production IT environments.
• Skilled in using service management and operational tooling.
• Good practical understanding of core technologies, the services they provide, and their integrations.

Offers are subject to standard background checks (credit, fraud and employment references).

At Vanquis, our purpose is simple: to deliver caring banking that helps people make the most of life’s opportunities. Founded in 1880, we’re now a FTSE All Share specialist bank supporting over 1.7 million UK customers with responsible, tailored lending.

We’re proud to be certified as a Great Place to Work and recognised by the Financial Times as one of the UK’s Best Employers 2025 — ranked top 50 nationwide and seventh in Banking & Financial Services.

We’re also proud signatories of the Armed Forces Covenant, actively supporting veterans, reservists and military families.

Guided by our values — caring for people, pulling together, finding better ways and getting the right things done — we’re building a workplace where colleagues feel connected, valued and empowered. Alongside competitive pay, we offer meaningful benefits, salary reviews, a discretionary bonus scheme and continued recognition.

We’re invested in your development too. With the right support and hands-on learning, you’ll grow your skills, shape your career and realise your ambitions.

How We Hire
We use AI to help organise applications and surface early matches, but all decisions are made by humans. Please apply authentically — especially during interviews.

Equal Opportunities

Vanquis Bank is an Equal Opportunity Employer. We value everyone’s unique background, identity and experience, and we’re committed to a workplace where all colleagues can thrive.

If you need any adjustments or support during the recruitment process, please contact @email and we’ll be happy to help.

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