Incident Analyst

Can you communicate clearly with technical and non‑technical stakeholders during high‑pressure situations?

Do you have knowledge of ITIL Processes and best practice for Incident and Request Management?

Have you used analytical tools or dashboards to spot anomalies, trends, or early signs of potential issues?

As an Incident Analyst, you will play a key role in maintaining the stability and reliability of critical services within the DVSA. You will be responsible for managing and coordinating the response to incidents, ensuring service disruptions are resolved as quickly and effectively as possible, while minimising impact on users and business operations.

Working within a fast-paced operational environment, you will monitor live services, triage incoming incidents, and collaborate with technical teams, suppliers, and stakeholders to drive timely resolution. You will also support major incident management processes, providing clear communication and updates to ensure stakeholders are informed throughout the incident lifecycle.

This role requires strong analytical thinking, excellent communication skills, and the ability to remain calm under pressure. You will contribute to continuous improvement by identifying trends, supporting root cause analysis, and helping to implement preventative measures to enhance service resilience.

Joining our department comes with many benefits, including:

• Employer pension contribution of 28.97% of your salary. Read more about Civil Service Pensions here
• 25 days annual leave, increasing by 1 day each year of service (up to a maximum of 30 days annual leave), plus 8 bank holidays a privilege day for the Kings birthday
• Flexible working options where we encourage a great work-life balance.

Read more in the Benefits section below!

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Your responsibilities will include, but arent limited to:

• Assist with managing Major Incidents and preparing and issuing business communications within agreed time frames.  
• Supports the Incident process to restore normal service operation as quickly as possible, minimising the impact to business operation. 
• Escalate incidents to other teams as stated in the service level agreement or operational level agreement. 
• Ensure and drive adherence to Incident and Request Management process, procedures and policies amongst all delivery teams. 
• Identify potential problems and/or increasing trends of repetitive Incidents. 
• Communicate with all stakeholders regarding P1 & P2 incidents within the agreed KPIs, ensuring the comms are clear, precise, and not too technical. 
• Create any knowledge articles with repeatable procedures with a goal of reducing the number of incidents.  
• Facilitate discussions and identify actions to ensure that resolver teams are working in line with Incident Management Processes.

For further information on the role, please read the attached role profile. Please note that the role profile is for information purposes only - whilst all elements are relevant to the role, they may not all be assessed during the recruitment process. This job advert will detail exactly what will be assessed during the recruitment process.

Essential Criteria

• Proven experience in incident management, service operations, or a similar IT/service delivery environment
• Strong analytical and problem-solving skills, with the ability to assess incidents quickly and make informed decisions under pressure
• Excellent communication skills, able to clearly convey information to both technical and non-technical stakeholders
• Ability to prioritise workloads and manage multiple incidents in a fast-paced environment
• Experience of working collaboratively within multidisciplinary teams
• Strong attention to detail and a commitment to maintaining accurate records and documentation
• Good understanding of ITIL service management framework or equivalent experience
• Knowledge of major incident processes and tools (e.g. ServiceNow or similar platforms)

Additional Information

Essential qualifications/licenses: Currently hold or be willing to work towards

• ITIL V3 /V4 foundation or higher

• MIM (Major Incident Management) Professional

Working hours, office attendance and travel requirements

Full time roles consist of 37 hours per week. Whilst we welcome applications from those looking to work with us on a part time basis, there is a business requirement for the successful candidate to be able to work at least 30 hours per week.

Occasional travel to other offices will be required, which may involve overnight stays.

This role is suitable for hybrid working, which is a non-contractual arrangement where a combination of workplace and home-based working can be accommodated subject to business requirements.

The expectation at present is a minimum of 60% of your working time a month will be spent at either your designated workplace (one of the locations cited in the advert) or, when required for business reasons, in another office/work location. There may be occasions where you are required to attend above the minimum expectation.

If you have a question about hybrid working, part time/job share hours, flexible working, travelling for work, or require a reasonable adjustment, please contact the Vacancy Holder during the recruitment process to avoid possible disappointment later in the process should your working arrangements not be compatible with the requirements of the role (see below for contact details).

Visa Sponsorship

Please note that we do not hold a UK Visa & Immigration (UKVI) Skilled Worker Licence sponsor and are unable to sponsor any individuals for Skilled Worker Sponsorship. Candidates must ensure they have the appropriate rights to work in the UK before application.