IT Service Operations Analyst
Description
IT Service Operations Analyst
Department: Quality
Location: Altrincham, UK (Hybrid)
Location: Altrincham, UK (Hybrid)
About INRIX
INRIX 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 the Quality organisation, ensuring operational excellence, product quality, and customer experience are closely aligned across our global services.
The Role
We are seeking an IT Service Operations Analyst to 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 in handling product quality and data accuracy enquiries raised by customers.
You will operate as a technically capable first line within the SOC, responsible for:
- Monitoring and protecting live services
- Managing incidents and service interruptions
- Coordinating investigations and resolutions across teams
- Supporting structured Product Quality Enquiries (PQEs) where customer concerns relate to product behaviour, data quality, or perceived accuracy
This role suits someone who enjoys balancing real-time operational response with analytical investigation and continuous improvement.
Technology & Operating Environment
- Hybrid private and public cloud environments (Windows and AWS)
- Event monitoring, alert correlation, and observability tooling
- ITSM platforms supporting incidents, requests, PQEs, RCA, and SLA reporting
- ITIL-aligned processes across Event, Incident, Problem, and Quality Management
- Close collaboration with Engineering, Product, DevOps, Customer Success, and Quality teams
Key Responsibilities
Service Monitoring & Event Management
- Perform real-time monitoring of live services to ensure availability, performance, and quality
- Analyse events and alerts to identify underlying issues and customer impact
- Prioritise alerts and incidents based on SLA, KPIs, and business risk
Incident & Operational Support
- Act as the first point of contact for customer operational incidents and technical enquiries
- Log, categorise, prioritise, and manage incidents through to resolution
- Coordinate troubleshooting, escalation, and recovery activities
- Lead and maintain clear internal and external communications during incidents
- Follow documented procedures, runbooks, and communication plans
Product Quality Enquiries (PQE) – Part of the Role
- Support the intake, triage, and management of Product Quality Enquiries (PQEs) alongside other operational tickets
- Ensure PQEs have a clear problem statement, supporting data, and completed risk assessment
- Assign PQEs to appropriate subject matter experts and functional owners
- Maintain the PQE ticket as the canonical record for investigation and decision-making
- Track progress, manage dependencies, and escalate blocked or high-risk PQEs through governance forums
- Ensure outcomes of PQEs feed into service, product, or process improvements
PQEs are one class of enquiry handled by the SOC, alongside incidents, requests, and operational support. The analyst is expected to manage PQEs in parallel, not exclusively.
Problem Management & Continuous Improvement
- Support problem management through trend analysis across incidents and PQEs
- Contribute to root cause analysis and corrective action tracking
- Work with Engineering, Product, and Service teams to reduce recurrence of issues
- Drive improvements to service quality, resilience, and customer experience
Change, Release & Validation Support
- Assist with validation and testing of changes and releases
- Provide operational and quality input to change and release processes
Reporting, Documentation & Knowledge
- Support SLA, KPI, and service/quality reporting
- Maintain and improve operational and quality documentation
- Contribute to training and knowledge-sharing activities
- Assist with the development and improvement of operational tooling and processes
About You
You are analytical, organised, and customer-focused, with the ability to balance live operational work and investigative analysis.
You bring:
- Experience in service operations, application support, or technical support
- Understanding of incident and problem management (ITIL knowledge or certification preferred)
- Exposure to structured investigations, data analysis, or quality-related enquiries
- Familiarity with Windows and AWS environments and basic networking concepts
- Strong written and verbal communication skills
- The ability to document investigations and clearly summarise outcomes
You are:
- Comfortable managing multiple ticket types and priorities
- Curious about service behaviour and product quality
- Confident working cross-functionally and across time zones
- Focused on continual improvement and customer outcomes
Why Join INRIX?
- Work in a quality-led service operations team
- Balance real-time service protection with analytical investigation
- Influence both operational stability and product quality improvements
- Gain exposure to global, data-driven platforms
- Collaborate across Service, Quality, Product, and Engineering teams
- Competitive salary, pension scheme, company bonus, employee stock option plan
Full time with rotating shifts as part of a 24/7 follow-the-sun model
On-call: Occasional out-of-hours support will be required
Equality of opportunity is at the heart of our recruitment process. You’ll be judged on your suitability for the job and nothing else.
#LI-TB1