Salary: £55,000 - 65,000 per year Requirements: We need hands-on ownership of Root Cause Analysis for major incidents (P1/P2). We need experience applying structured RCA methodologies such as 5 Whys, Fishbone, Fault Tree, and Kepner-Tregoe. We need the ability to analyse technical, process, and organisational causes of failure. We need experience working within Incident, Major Incident, and Problem Management functions. We need confidence to challenge engineering teams and vendors on root causes and corrective actions. We need experience producing high-quality RCA reports covering timelines, impact, contributing factors, and actions. We need a strong background in Problem Management, RCA, or Major Incident analysis. We need experience in enterprise IT operations environments. We need a proven understanding of ITIL processes. We need the ability to analyse complex technical and process-driven issues. We need strong written and verbal communication skills. We need confidence working with technical teams and challenging assumptions. Responsibilities: We lead in-depth RCA across incidents and major incidents, identifying true root causes rather than symptoms. We identify patterns, trends, and systemic weaknesses through problem management. We drive actions to reduce repeat incidents and improve stability. We collect and analyse technical, process, and organisational data to build a complete view of failure points. We produce clear, structured RCA reports including timelines, impact assessments, and corrective actions. We work closely with engineering, operations, and vendor teams to validate findings and drive remediation. We contribute to operational maturity by improving RCA quality, consistency, and effectiveness across the organisation. Technologies: ITIL More: We are Hays, a FTSE 250 recruitment leader with a global footprint and a bold technology strategy focused on modernisation, digitalisation, and innovation to power progress through people and market-leading technology. This role sits within our Technology Operations function and offers a unique opportunity to lead root cause investigations across major incidents and recurring issues. We work across engineering, operations, and vendor teams in a hands-on, analytical environment that requires structured thinking, technical understanding, and the ability to influence outcomes without direct authority. Sponsorship is not available for this position. last updated 24 week of 2026