Incident Resolution Analyst

Incident Resolution Analyst Location: London Salary: Competitive Contract Type: Permanent Position Type: Advertised Full Time / Part Time Expiry Date: 25/04/:59

The Vacancy

The Incident Resolution Analyst is responsible for ensuring that disruptions to business operations are recorded and resolved efficiently and effectively. This may include conducting root cause analysis and assisting in the implementation of preventative measures leading to best-in-class client and stakeholder outcomes from the wider team.

Role Responsibilities:

• Monitoring and responding to front office incidents reported by users, systems, or automated tools.
• Support the resolution process for front office incidents, ensuring timely and effective resolution of disruptions.
• Collaborate with front office teams and other internal stakeholders to resolve incidents.
• Follow the established incident management procedures and best practices and ensure compliance with policies and standards.
• Maintain clear and consistent communication with stakeholders during incidents, providing regular updates to the Incident Resolution Lead on status and resolution efforts, and escalating accordingly.
• Utilise the company's Governance, Risk and Compliance (GRC) Tools to document, track progress, manage risks associated with front office operations, and identify trends and patterns.
• Conduct post-incident reviews to identify root causes and suggest corrective actions to prevent recurrence.
• Identify opportunities for process improvements within all areas of the business.
• Assist the Incident Resolution Lead with the production of accurate and timely Management Information.
• Perform role always ensuring adherence to the expected behaviours stated in the FCA Conduct Rules.

Knowledge, Skills and Experience:

• Experience in incident management or a similar oversight or risk role within the wealth or asset management sector.
• Exposure to or an understanding of investment product types managed by investment management firms such as General Investment Accounts, ISAs, Offshore Bonds, personal and group pension products as well as familiarity with assets held (e.g. equities, funds, investment trusts, bonds) is favoured.
• The ability to resolve incidents effectively, demonstrating ownership and a decision-making capacity.
• Ability to identify and present areas of risk or operational underperformance.
• High quality verbal and written communication skills to effectively convey information to stakeholders.