RCA Analyst
Reporting to: Incident, Problem, MI & RCA Manager
Location: UK, Germany
Role Objectives:
Key Results / Areas:
The Root Cause Analysis (RCA) Analyst supports the Incident, Problem, Major Incident & RCA Manager by overseeing the process of root cause investigations, data analysis, and documentation to drive ongoing service improvement and stability.
Working alongside the Managed Service Provider, this role focuses on identifying underlying causes of incidents and problems, enabling sustainable corrective and preventive actions that improve service stability and operational resilience.
Core Responsibilities:
Root Cause Analysis
* Oversee the process of in-depth Root Cause Analyses for incidents, major incidents, and recurring issues.
* In conjunction with Managed Service Provider, apply structured RCA methodologies such as 5 Whys, Ishikawa (Fishbone), Fault Tree Analysis, and Kepner-Tregoe.
* Collect, validate, and analyze technical, process, and organizational data related to incidents.
Problem Management Support
* Own and steer the creation and maintenance of problem records with the Managed Service Provider
* Identify trends, patterns, and systemic weaknesses across incidents and problems.
* Propose corrective and preventive actions to reduce incident recurrence.
Documentation & Reporting
* Oversee the production of high-quality RCA reports, including timelines, impact analysis, and contributing factors.
* Drive the processes for maintenance of RCA documentation standards and knowledge repositories.
* Support and help steer post-incident reviews and lessons-learned sessions.
Collaboration & Continuous Improvement
* Work closely with the Managed Service Provider, technical teams and project teams to validate findings and recommendations.
* Track agreed actions and support follow-up on remediation activities.
* Drive continuous improvement initiatives and operational maturity assessments.
Stakeholder & Communication Management
* Collaborate with Managed Service Provider Service Management team, Incident, Major Incident, and Problem Management functions.
* Interface with engineering, operations, and vendor teams for technical analysis.
* Support communication with stakeholders through clear and factual reporting and education on the underlying processes and methodologies.
Knowledge, qualifications, and experience
Required Skills & Experience
* Experience in Root Cause Analysis, problem investigation, or service operations roles.
* Strong analytical and structured problem-solving skills.
* Understanding IT service management processes, especially Incident and Problem Management.
* Experience working with Managed Service / Outsource providers.
* Ability to analyze complex technical and process-related issues.
* Good written and verbal communication skills in a professional environment.
* Strong experience in Incident, Major Incident, and Problem Management within complex IT environments.
Qualifications
* Degree in Information Technology, Engineering, or a related field, or equivalent practical experience.
* ITIL Foundation or higher certification preferred.
* Training or certification in Root Cause Analysis methodologies is an advantage.
Skills and Competencies
* Builds customer loyalty: Demonstrates an understanding of the customer (internal/external), builds productive customer relationships with integrity, and takes responsibility for ensuring customer advocacy.
* Delivers against operational objectives: Translates strategic priorities into medium-term operational reality for own part of the business, respecting and aligning with the values and managing interdependencies with other parts of Hays.
* Engaging Communication: Engages and influences by using a wide range of communication methods and styles with the ability to present complex technical issues to varied populations. Facilitates understanding and encourages communication both within own team and more broadly.
* Builds collaborative relationships: Establishes effective relationships with a wide range of stakeholders inside and outside their immediate working environment, valuing the contribution from others and leveraging networks across Hays.
* Facilitates transformational change: Facilitates the implementation of change and transformation within the workplace by guiding others and helping them adapt is a positive ambassador of change.
* Identifying and developing talent: Identifies and appropriately deploys key knowledge, skills and experience required across their organisation. Uses Hays’ people processes to attract, develop and engage and retain the appropriate talent.
* Demonstrates personal resilience: Highly efficient, has the organisation skills to manage a diverse range of tasks and see work through to completion, in a timely manner, ensuring deadlines are met. Able to cope well with pressure, deals constructively with setbacks.
* Demonstrates continuous learning: Demonstrates continuous interest in personal skills in development and learning, aiming to develop senior leadership capabilities and seeking continuous feedback to manage own impact and maintain self-awareness.
Situational Requirements
* Comfortable travelling– a dispersed geographic spread of countries.
* Able to work across multiple time zones.
* Fluency in written and oral English.
At Hays, we share a passion for creating a culture of opportunities for our people to flourish and succeed, whatever your background. We know that diversity of perspective and an inclusive approach, which encourages those experiences and views to be heard, is great for business and therefore your career.