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About the Role
We are seeking a proactive, client-facing Service Management Analyst to improve service performance, drive accountability, and coordinate cross-functional resolution of incidents, problems, risks, and service-improvement initiatives across assigned client environments. This role involves leading ITIL-aligned Incident and Problem Management, facilitating Root Cause Analyses, supporting Major Incident Management, monitoring client service health, and partnering across Service teams to ensure thorough issue resolution and address recurring problems.
Responsibilities
- Drive incident follow-up and accountability for assigned clients, including escalations, aging tickets, SLA risks, outstanding actions, and backlog-reduction initiatives.
- Identify recurring incidents, trends, and systemic issues that require Problem Management and coordinate the appropriate follow-through.
- Facilitate Root Cause Analyses, ensuring technical contributors provide complete findings and documentation meets internal and client-ready quality standards.
- Support Major Incident Management activities in partnership with the Incident Response Manager, including coordinating resources, opening incident bridges, maintaining timelines, tracking actions, managing updates, and escalating communication risks.
- Monitor client service health, SLAs, KPIs, CSAT, backlog trends, incidents, problems, and other operational indicators to identify emerging risks and improvement opportunities.
- Prepare and lead client Quarterly Business Reviews, presenting service performance, trends, risks, incidents, problems, and improvement initiatives to internal and external stakeholders.
- Own and drive Service Improvement Plans and other corrective-action initiatives designed to improve service quality, reduce recurring issues, and strengthen client satisfaction.
- Deliver accurate, timely service reporting and dashboards while translating performance data into actionable insights for leadership and service teams.
- Support policy-compliance reviews, audit preparation, process-adherence checks, evidence requests, and corrective actions across Service functions.
- Track adherence to ITIL-aligned processes and document gaps, exceptions, risks, and recommended improvements.
- Partner with Service teams to create and improve playbooks, Standard Operating Procedures, knowledge-base content, training materials, and operational best practices.
- Coordinate across NOC, Resource Coordination, Support, Onboarding, Service Operations, Talent Development, and other teams to improve handoffs, reduce process friction, and strengthen accountability.
- Communicate service status, risks, dependencies, actions, and recommendations clearly and professionally to technical teams, business stakeholders, leadership, and clients.
Requirements
- 2–5 years of experience in service delivery, IT operations, service management, or a related operational role; equivalent demonstrated experience may be considered.
- Working knowledge of ITIL practices, including Incident Management, Problem Management, Change Management, and continual service improvement.
- Experience supporting Major Incident Management workflows and Root Cause Analysis documentation.
- Strong analytical and reporting skills with the ability to interpret service metrics, SLAs, KPIs, trends, and performance data.
- Ability to influence technical teams, drive accountability, and achieve outcomes without direct reporting authority.
- Ability to communicate technical issues, service risks, and recommendations clearly to technical and non-technical stakeholders.
- Strong organizational skills with the ability to manage multiple priorities, deadlines, follow-up activities, and cross-functional dependencies.
- Strong written and verbal communication skills, including experience supporting client-facing communications, service reviews, or business-review materials.
- Experience working with ITSM, ticketing, reporting, dashboard, or data-visualization platforms.
- Strong attention to detail with the ability to produce accurate, complete, and professional incident, RCA, compliance, and service documentation.
- Bachelor’s degree or equivalent relevant professional experience.
- Ability to work remotely from Kyiv, Ukraine while maintaining consistent availability during the required 9:00 AM – 6:00 PM Eastern Time schedule.
Skills
- ITIL practices
- Incident Management
- Problem Management
- Change Management
- Continual service improvement
- Major Incident Management
- Root Cause Analysis
- Analytical skills
- Reporting skills
- Service metrics
- SLAs
- KPIs
- Performance data interpretation
- Influencing technical teams
- Driving accountability
- Communication (technical and non-technical stakeholders)
- Organizational skills
- Time management
- Written communication
- Verbal communication
- Client-facing communication
- Service reviews
- Business-review materials
- ITSM platforms
- Ticketing platforms
- Reporting platforms
- Dashboard platforms
- Data-visualization platforms
- Attention to detail
- Documentation
- Power BI
- Excel
Location
- London, United Kingdom
- Remote
Work Type
- Remote
- International Contractor
Experience Level
- 2-5 years
Education Level
- Bachelor's degree or equivalent relevant professional experience
Benefits
- Competitive salary
- Comprehensive benefits
- Great perks
About the Company
- Atlas Technica’s mission is to shoulder IT management, user support, and cybersecurity for hedge funds and other investment firms.
- Founded in 2016, we have grown year over year through our uncompromising focus on service.
- We value ownership, execution, growth, intelligence, and camaraderie.
- We are looking for people who share our Core Values, thrive, and contribute to this environment while putting the customer first.
- At Atlas Technica, we offer a competitive salary, comprehensive benefits, and great perks to our global Team.
- We strive to maintain a professional yet friendly environment while promoting professional and career development for our Team Members.
- Join Atlas Technica now!
Equal Opportunity
- Atlas Technica is proud to be an Equal Employment Opportunity employer.
- We do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.