IT Service Analyst (Fintech)

TL;DR

IT Service Analyst (Fintech): Providing expert consultancy and resolution for incidents, requests, and problems within a retail support services team with an accent on SLA compliance and technical consultancy. Focus on reducing incident volumes through problem analysis, trend identification, and monitoring system availability.

Location: Hybrid (Cardiff)

Company

hirify.global is a leading UK financial services group and major global investor safeguarding financial futures since 1836.

What you will do

• Resolve incidents, requests, and problems by collaborating with internal and external support teams to ensure service level compliance.
• Provide technical consultancy regarding file transfers and SFTP for new and existing client schemes.
• Lead proactive incident triage and analyze trends to recommend corrective actions to Product Owners.
• Monitor and report on hardware and software service availability using monitoring systems.
• Execute assigned change initiatives and produce high-quality support documentation.
• Contribute to the design and delivery of Continuity tests according to the Disaster Recovery schedule.

Requirements

• Experience in a Service Support role with a strong understanding of Service Management Principles.
• ITIL Service Management certification or equivalent.
• Experience working within an outsourced environment.
• Technical proficiency in SQL (basic queries), Dynatrace, and Datadog.
• Hands-on experience with AWS and Azure.
• Awareness of Agile delivery, Lean methodology, and DevOps.

Culture & Benefits

• Annual performance-related bonus plan and valuable share schemes.
• Generous pension contributions and life assurance.
• Healthcare Plan for permanent employees.
• At least 25 days holiday plus public holidays, with options to buy or sell leave.
• Electric car salary sacrifice scheme for permanent staff.
• Inclusive culture with flexible working options including part-time and job shares.