Our client an award winning SaaS organisation providing software solutions to the SME marketplace is now seeking an experienced Incident Management or Operations Analyst for a 12 month contract. Central London location, hybrid, with 2-3 days a week in the office. Skills Experience in incident management, investigations, operations, or an analytical role in a service environment. Strong analytical skills using tools such as Google Workspace and Tableau. Comfortable using Slack, Salesforce, Jira, and similar operational tools. Ability to identify patterns in data and turn insights into actionable recommendations. ITIL Foundation preferred. Responsibilities: Support timely and consistent handling of incidents, investigations, and related case work. Ensure cases are triaged and progressed in line with expectations, highlighting gaps in speed, quality, or process. Perform root cause analysis and identify trends across incidents and recurring issues. Provide analytical insights that help prioritise fixes and improvement. Benefits Global company, long contract Hybrid role Free breakfast