Job Description
Tier 3 Tactical Operations Analyst
£290/day (Inside IR35)
12-Month Contract | Hybrid – London
Our client is a leading global technology organisation supporting with users across EMEA, is seeking a highly capable Tier 3 Tactical Operations Analyst to join their growing Investigations & Incidents function.
This is an opportunity to play a key role in strengthening the operational backbone of a high-impact customer success environment. If you’re someone who thrives at the intersection of operations, analysis, and project delivery, this could be the perfect fit.
The Role
As a Tier 3 Tactical Operations Analyst, you will help ensure incidents, investigations, and break-fix work are managed with exceptional accuracy, discipline, and clear prioritisation. Rather than working through a standard queue, you’ll be responsible for maintaining a structured and consistent operational approach, identifying gaps, improving processes, and ensuring clarity across workflows.
You'll collaborate closely with cross-functional partners to uncover root causes, spot trends, influence prioritisation, and help drive improvements that enhance both product quality and operational performance.
This is an ideal role for someone who is analytical, proactive, and confident leading smaller workstreams that directly contribute to smoother customer and employee experiences.
Key Responsibilities
* Ensure timely and consistent handling of incidents, investigations, and related case work.
* Triage and progress cases in line with expectations, flagging gaps in speed, quality, or process.
* Coordinate incident workflows and ensure investigations are accurately assessed and assigned.
* Conduct root cause analysis and identify trends across recurring issues and incidents.
* Provide analytical insights that support prioritisation and drive product or engineering improvements.
* Contribute to initiatives that reduce triage and resolution times.
* Own and deliver small tactical projects with clear, measurable outcomes.
* Identify opportunities to streamline workflows, tools, and operational handoffs.
* Produce lightweight reporting and dashboards to highlight risks, trends, and opportunities.
* Maintain strong cross-team communication, sharing updates and blockers proactively.
* Support continuous improvement activity and assist in testing new approaches.
Skills & Experience
* Background in incident management, investigations, operations, or an analytical role within a technology or service-driven environment.
* Experience managing small to medium projects from planning through execution.
* Strong analytical capability, ideally with hands-on experience in Tableau and Google Workspace.
* Comfortable using tools such as Slack, Salesforce, Jira, or similar.
* Ability to identify data patterns and turn insights into actionable recommendations.
* Confident communicator, able to work with both technical and non-technical stakeholders.
* Comfortable working independently and taking ownership of outcomes.
* ITIL Foundation certification is preferred.
* Experience with finance products is highly advantageous.
Contract Details
* Day Rate: £290/day (Inside IR35)
* Contract Length: 12 months
* Location: London (Hybrid – 3 days onsite, 2 days remote)
If you’re an analytical, detail-driven problem solver who thrives in a fast-moving operational environment, we’d love to hear from you.