The Kerv approach is consultative, advisory, experienced, and rooted in data engineering. We strive to help clients gain complete clarity of their data and to exceed client expectations. Our proven management and sales methodology ensure we differentiate ourselves from our competitors, focussing purely on our client's requirements and delivering the highest standards of service possible. With more than 30 years of industry experience, we are committed to upholding the highest ethical and professional standards to our partners and clients alike.
About the Role
We are seeking a skilled and driven Service Operations Centre (SOC) Analyst to play a key role in maintaining service excellence for Tier 1 banking and enterprise customers. This role requires strong technical proficiency, analytical thinking, and the ability to work independently in a high-performing SOC environment. As a SOC Analyst, you will manage complex incidents, mentor Associates, support platform maintenance and monitoring, and collaborate closely with internal teams, vendors, and customers to ensure operational excellence.
Your part to play
Incident, Change & Problem Management
* Own and resolve incidents of varying complexity across customer environments.
* Lead incident triage, investigation, and resolution across multiple recording platforms.
* Perform detailed analysis of call recordings, Verint alerts, and system logs to identify root causes and corrective actions.
* Create and manage problem records, perform RCA, and contribute to change control and CAB processes where required.
* Lead incident communications for high-priority (P1/P2) events and support post-incident reviews, ensuring lessons learned feed into service improvement.
Technical Operations & Monitoring
* Conduct daily and weekly system health checks, validating recording completeness and performance across environments.
* Monitor and maintain infrastructure across voice recording platforms, supporting patching and upgrade activities.
* Troubleshoot and validate Verint system integrations and configurations, escalating persistent or systemic issues to Tier 2 or Engineering teams.
* Collaborate with Engineering and Compliance teams to ensure system stability and regulatory adherence.
Customer Support & Communication
* Act as an escalation point for Associate Analysts, providing guidance and technical support.
* Manage customer expectations and maintain timely, professional communication during incident and problem resolution.
* Liaise with Customer Service Managers (CSMs) and vendors to ensure service delivery standards and SLAs are achieved.
* Mentor and buddy Associate Analysts, supporting their technical and procedural development.
* Lead daily SOC stand-ups and contribute to effective shift handovers.
* Promote collaboration, accountability, and a culture of continuous improvement within the SOC.
* Participate in Kerv’s Supporting Performance process by setting and reviewing personal objectives within BambooHR as part of the performance cycle.
Ticket & SLA Management
* Maintain accurate ticket documentation and progress updates in ServiceNow.
* Monitor SOC queues to minimise backlog, ensuring SLA compliance and high-quality customer outcomes.
All about You
* Excellent communication and customer relationship skills.
* 1–3 years’ experience in SOC, IT Operations, or Service Management.
* Strong understanding of ITIL processes and ITSM tools (ServiceNow preferred).
* Proven ability to investigate and resolve incidents independently.
* Detail-oriented with the ability to manage multiple priorities.
* Experience supporting voice recording or compliance platforms.
* Understanding of IP networking, VoIP, and SIP/RTP protocols.
* Familiarity with SQL, VPN, and Windows environments.
* ITIL Foundation certification or equivalent experience.
* Typically three 12-hour shifts, covering Friday, Saturday, and Sunday, inclusive of 1hr lunch
Location: Training in Cardiff office initially (weekdays), then moving to Remote working when on w/e shifts
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