Job Title:
Tier 3 Tactical Operations Analyst
Duration:
12 Month Contract
Location:
London, UK (Hybrid)
Role overview:
- We are seeking a highly analytical and proactive Tier 3 Tactical Operations Analyst to join the Investigations & Incidents Team within our Customer Success organization. This role supports small business owners, accountants, and self-employed customers across the EMEA region.
- This is not a queue-based role. Instead, you will reinforce operational discipline, improve incident handling, reduce friction in workflows, and drive meaningful improvements across complex investigations and case work.
- You will operate at the intersection of operations, analysis, and project delivery—ensuring we respond effectively to incidents while identifying and fixing systemic issues.
Key Accountabilities:
- Incident & Investigation Management:
- Operational Discipline: Ensure timely, accurate, and consistent handling of incidents, investigations, and case work in line with established processes.
- Triage & Progression: Assess, prioritise, and progress cases, proactively identifying gaps in speed, quality, or process adherence.
- Workflow Coordination: Coordinate investigation and incident workflows, ensuring accurate assessment, assignment, and progression across teams.
- Analysis & Continuous Improvement:
- Root Cause Analysis (RCA): Conduct deep-dive analyses to uncover root causes, systemic patterns, and recurring trends.
- Analytical Insights: Produce data-driven insights that influence prioritisation of break fixes, tooling enhancements, and product improvements.
- Process Simplification: Identify opportunities to streamline workflows, reduce friction, and optimise operational tooling.
- Project Ownership: Lead and deliver small tactical projects, ensuring measurable outcomes that enhance operational performance.
- Communication & Reporting:
- Reporting: Build lightweight dashboards and reports to highlight emerging issues, trends, risks, and improvement opportunities.
- Cross-Functional Communication: Maintain clear communication across technical and non-technical teams; escalate critical blockers proactively.
- Continuous Improvement: Support testing, validation, and rollout of new processes and operational methodologies.
Essential Skills
- Operational / Analytical Background: Experience in incident management, investigations, operations, or an analytical role within a tech or service delivery setting.
- Project Management: Ability to plan, manage, and deliver small-to-medium tactical projects independently.
- Technical Tooling: Proficiency with tools such as Salesforce, Slack, and Jira.
- Data Proficiency: Strong analytical skills with experience in Tableau, Google Workspace, or similar data visualization/analysis tools.
- Insight Generation: Ability to identify patterns in complex datasets and translate insights into clear, actionable recommendations.
- Communication Skills: Ability to communicate effectively with both technical (Engineering/Product) and non-technical (Ops/Support) stakeholders.
- Ownership & Autonomy: Demonstrated ability to bring structure to ambiguity, take full ownership, and drive outcomes independently.
Desirable Skills:
- ITIL Foundation Certification(highly advantageous).
- Product Knowledge: Familiarity with QuickBooks or similar accounting/SaaS platforms.
