IT Service Operations Analyst
Description
IT Service Operations Analyst (Data & Quality Focus)
About INRIX
This role is ideal for candidates who have started their careers in technical or analytical positions, have around two years’ experience, and who are looking to further develop their skills by working with real-world systems, data, and large-scale platforms in a collaborative environment.
This role is ideal for candidates who have started their careers in technical or analytical positions, have around two years’ experience, and who are looking to further develop their skills by working with real-world systems, data, and large-scale platforms in a collaborative environment.
INRIX is a leading SaaS provider of real-time traffic intelligence, connected car, movement, and transportation analytics worldwide. Using large-scale data analytics and predictive technologies, INRIX helps automakers, fleets, governments, and media organisations improve mobility, safety, and transportation efficiency across more than 40 countries.
Our global Service Operations Centres (SOC) operate a 24/7 Follow-the-Sun model across Seattle (USA) and Altrincham (UK), supporting mission-critical data products delivered at global scale.
The Role
We are seeking a Service Operations Analyst to join our Global Service Operations team within the Quality organisation.
This role combines live service operations with analytical investigation. Rather than focusing solely on incident response, analysts work to understand why systems behave the way they do, using operational data, platform telemetry, and customer insight to identify root causes and drive long-term product and service improvement.
You will investigate service and product quality issues, analyse trends across datasets and operational signals, and collaborate closely with Engineering, Data Science, and Product teams to improve customer outcomes.
This role suits individuals who enjoy analysing complex systems, interpreting data, and solving problems through investigation as much as operational ownership.
Key Responsibilities
Service Operations & Monitoring
- Monitor INRIX platforms and services to ensure operational integrity and product quality.
- Investigate alerts, anomalies, and unexpected system behaviour across hybrid cloud environments (AWS and private infrastructure).
- Act as first point of contact for technical customer queries and operational requests.
- Manage incidents through investigation, communication, escalation, and resolution.
- Assist DevOps teams with validation and testing following releases and system changes.
- Support onboarding and product access activities.
- Maintain operational documentation, runbooks, and knowledge resources.
- Contribute to training and knowledge sharing across teams.
Data Analysis & Investigation
- Analyse operational data, logs, and platform telemetry to identify trends, anomalies, and emerging issues.
- Translate customer or service questions into structured technical investigations.
- Validate system behaviour and product outputs using quantitative and analytical approaches.
- Work with large datasets to support root cause analysis and service improvement initiatives.
- Present findings clearly to technical and non-technical stakeholders.
Product Quality & PQE (Product Quality Enquiries)
- Support analytical investigation of Product Quality Enquiries (PQEs).
- Define problems clearly using supporting data before escalation to engineering teams.
- Coordinate subject matter experts during investigations.
- Contribute to root cause analysis (RCA) and quality improvement initiatives.
Problem Management & Continuous Improvement
- Identify recurring issues through trend analysis across incidents and quality investigations.
- Support proactive problem management to reduce fault recurrence.
- Collaborate with Engineering and Data teams across multiple time zones.
- Contribute to tooling, automation, and analytical capability improvements.
Reporting & Communication
- Produce analytical summaries and SLA reporting.
- Communicate complex findings clearly and concisely.
- Provide structured analysis to support business and customer decisions.
The Person
We are looking for analytical thinkers who enjoy investigating complex systems and improving product quality through data-driven insight.
Essential Attributes
- Strong analytical and problem-solving mindset.
- Curiosity about how systems and data behave.
- Ability to investigate issues beyond surface symptoms.
- Strong written and verbal communication skills.
- Well organised and comfortable managing competing priorities.
- Collaborative mindset across technical and non-technical teams.
Experience & Skills
We welcome candidates from application support, technical analysis, data analysis, or similar analytical technical roles.
Preferred experience includes:
- Experience analysing technical problems using data, logs, or metrics.
- SQL or data querying experience (preferred).
- Exposure to cloud platforms (AWS or similar).
- Understanding of incident and problem management concepts (ITIL knowledge beneficial).
- Basic networking or systems knowledge.
- Experience with analytical or visualisation tools (Excel, PowerBI, Python, etc.) beneficial but not required.
Strong analytical academic backgrounds (STEM disciplines) are welcomed.
Working Arrangements
- Full-time (37.5 hours per week)
- Hybrid working model (Altrincham office)
- Participation in out-of-hours or on-call support may be required.
Equality & Inclusion
Equality of opportunity is at the heart of our recruitment process. Candidates are assessed solely on suitability for the role.