Description
IT Service Operations AnalystDepartment:QualityLocation:Altrincham, UK (Hybrid)About INRIXINRIX is a leading SaaS provider of real-time traffic intelligence, connected car data, and transportation analytics. We help automakers, fleets, governments, and media organisations reduce congestion and improve mobility through high-quality, data-driven products.Our Service Operations function sits within theQuality organisation, ensuring operational excellence, product quality, and customer experience are closely aligned across our global services.The RoleWe are seeking anIT Service Operations Analystto join our Global Service Operations Centre (SOC).This role goes beyond traditional IT support. While operational monitoring and incident management remain core responsibilities, the SOC also plays a key role inhandling product quality and data accuracy enquiries raised by customers.You willoperateas a technically capable first line within the SOC, responsible for:
1. Monitoring and protecting live services
2. Managing incidents and service interruptions
3. Coordinating investigations and resolutions across teams
4. Supporting structuredProduct Quality Enquiries (PQEs)where customer concerns relate to product behaviour, data quality, or perceived accuracy
This role suits someone who enjoys balancingreal-time operational responsewithanalytical investigation and continuous improvement.Technology & Operating Environment
5. Hybrid private and public cloud environments (Windows and AWS)
6. Event monitoring, alert correlation, and observability tooling
7. ITSM platforms supporting incidents, requests, PQEs, RCA, and SLA reporting
8. ITIL-aligned processes across Event, Incident, Problem, and Quality Management
9. Close collaboration with Engineering, Product, DevOps, Customer Success, and Quality teams
Key ResponsibilitiesService Monitoring & Event Management
10. Perform real-time monitoring of live services to ensure availability, performance, and quality
11. Analyse events and alerts toidentifyunderlying issues and customer impact
12. Prioritise alerts and incidents based on SLA, KPIs, and business risk
Incident & Operational Support
13. Act as the first point of contact for customer operational incidents and technical enquiries
14. Log, categorise, prioritise, and manage incidents through to resolution
15. Coordinate troubleshooting, escalation, and recovery activities
16. Lead andmaintainclear internal and external communications during incidents
17. Follow documented procedures, runbooks, and communication plans
Product Quality Enquiries (PQE) – Part of the Role
18. Support the intake, triage, and management ofProduct Quality Enquiries (PQEs)alongside other operational tickets
19. Ensure PQEs have a clear problem statement, supporting data, and completed risk assessment
20. Assign PQEs toappropriate subjectmatter experts and functional owners
21. Maintain the PQE ticket as thecanonicalrecord for investigation and decision-making
22. Track progress, manage dependencies, and escalate blocked or high-risk PQEs through governance forums
23. Ensure outcomes of PQEs feed into service, product, or process improvements
PQEs areone class of enquiryhandled by the SOC, alongside incidents, requests, and operational support. The analyst is expected to manage PQEsin parallel, not exclusively.Problem Management & Continuous Improvement
24. Support problem management through trend analysis across incidents and PQEs
25. Contribute to root cause analysis and corrective action tracking
26. Work with Engineering, Product, and Service teams to reduce recurrence of issues
27. Drive improvements to service quality, resilience, and customer experience
Change, Release & Validation Support
28. Assistwith validation and testing of changes and releases
29. Provide operational and quality input to change and release processes
Reporting, Documentation & Knowledge
30. Support SLA, KPI, and service/quality reporting
31. Maintain and improve operational and quality documentation
32. Contribute to training and knowledge-sharing activities
33. Assistwith the development and improvement of operational tooling and processes
About YouYou are analytical, organised, and customer-focused, with the ability to balance live operational work and investigative analysis.You bring:
34. Experience inservice operations, application support, or technical support
35. Understanding ofincident and problem management(ITIL knowledge or certification preferred)
36. Exposure to structured investigations, data analysis, or quality-related enquiries
37. Familiarity with Windows and AWS environments and basic networking concepts
38. Strong written and verbal communication skills
39. The ability to document investigations and clearly summarise outcomes
You are:
40. Comfortable managing multiple ticket types and priorities
41. Curious about service behaviour and product quality
42. Confident working cross-functionally and across time zones
43. Focused on continual improvement and customer outcomes
Why Join INRIX?
44. Work in aquality-led service operations team
45. Balance real-time service protection with analytical investigation
46. Influence both operational stability and product quality improvements
47. Gain exposure to global, data-driven platforms
48. Collaborate across Service, Quality, Product, and Engineering teams
49. Competitive salary, pension scheme, company bonus, employee stock option plan
Full time with rotating shifts as part of a 24/7 follow-the-sun modelOn-call:Occasional out-of-hours support will berequiredEquality of opportunity is at the heart of our recruitment process.You’llbe judged on your suitability for the job and nothing else.#LI-TB1