Senior Incident Analyst

As a Senior Incident Analyst, you will play a key role in supporting the delivery and execution of the Incident Management process, ensuring service continuity across the Thames Water business. You will be responsible for managing incidents through to resolution, maintaining service levels, and minimising business impact. This includes acting as a key escalation point for high-priority incidents and supporting reporting, communication, and continual service improvement activities.

This role requires a good understanding of IT operations, ITIL/ITSM standards, and excellent communication skills. The ideal candidate will be self-motivated, process-driven, and able to work effectively across teams to support incident resolution and process adherence.

What you’ll be doing as a Senior Incident Analyst
• Support the delivery of the Incident Management process, including the priority matrix, procedures and guidelines.
• Assist in managing the Incident Management process to support agreed service availability levels.
• Act as a contact and escalation point for Incident Management, particularly for P1 Major and P2 Business Significant Incidents.
• Ensure incidents are prioritised appropriately and managed to resolution according to SLAs.
• Support resolver groups and third-party suppliers in restoring service within contractual obligations.
• Work closely with Service Delivery Managers to ensure effective end-to-end incident management.
• Support other service management processes, including event, problem, change, and release management.
• Provide accurate and timely reporting on incident management KPIs and performance metrics.
• Ensure appropriate business communication and stakeholder engagement during incident resolution.
• Assist in identifying risks from incidents and contribute to risk management activities.
• Contribute to continual service improvement initiatives and support CSI plan activities.
• Support the development of automation and tools to improve Incident Management.
• Act as Out of Hours Incident Manager on a rota basis, ensuring 24/7 coverage for critical incidents.

Base location – Hybrid – Clearwater Court, Reading.
Working pattern – 36 hours, Monday to Friday.

What you should bring to the role
• Experience working within an IT Service Desk or Incident Management team.
• Familiarity with ITIL/ITSM processes and incident prioritisation.
• Strong planning, coordination, and communication skills.
• Excellent decision-making, stakeholder management, and time management abilities.
• Ability to communicate effectively with both technical and non-technical stakeholders.
• Broad understanding of IT operations, including operating systems and network technologies.
• Flexible, self-motivated, and able to manage multiple tasks under pressure.
• Strong customer service skills and a proactive approach to service delivery.
• GCSEs (or equivalent) in Maths and English at grade C or above.

Desirable
• ITIL v3 or ITIL 4 Foundation certification.
• Experience working in a multi-vendor or outsourced environment.
• Familiarity with project management and service value systems.
• Understanding of process design, service improvement, and automation tools.

What’s in it for you?

• Competitive salary up to £45,000 per annum depending on experience
• Annual Leave - 26 days holiday per year increasing to 30 with the length of service (plus bank holidays)
• Generous Pension Scheme through AON
• Access to lots of benefits to help you take care of you and your family’s health and wellbeing, and your finances – from annual health MOTs and access to physiotherapy and counselling, to Cycle to Work schemes, shopping vouchers and life assurance.

Who are we?
We’re the UK’s largest water and wastewater company, with more than 16 million customers relying on us every day to supply water for their taps and toilets. We want to build a better future for all, helping our customers, communities, people and the planet to thrive. It’s a big job and we’ve got a long way to go, so we need help from passionate and skilled people, committed to making a difference and getting us to where we want to be in the years and decades to come.

Learn more about our purpose and values

Working at Thames Water
Thames Water is a unique, rewarding and diverse place to work, where every day you can make a difference, yet no day is the same. As part of our family, you’ll enjoy fast-tracked career opportunities, flexible working arrangements and excellent benefits.
Whether you’re interested in a role in one of our call centres or science labs, we’re looking for people like you with real passion and a burning desire to make things better.

So, if you’re looking for a sustainable and successful career where you can make a daily difference to millions of people’s lives while helping to protect the world of water for future generations, we’ll be here to support you every step of the way. Together, we can build a better future for our customers, our region and our planet.

Real purpose, real support, real opportunities. Come and join the Thames Water family. Why choose us? Learn more.

Our overarching aim is to ensure that Thames Water is great, diverse and inclusive place to work. We welcome applications from everyone and offer extra support for those who need it throughout the recruitment process. Our aim is to remove any real or perceived barriers to success, so if you need assistance, we’re here to help and support.

When a crisis happens, we all rally around to support our customers. As part of Team Thames, you’ll have the opportunity to sign up to support our customers on the frontline as an ambassador. Full training will be given for what is undoubtedly an incredibly rewarding experience. It’s also a great opportunity to learn more about our business, meet colleagues and earn some extra money along the way.

Disclaimer: due to the high volume of applications we receive, we may close the advert earlier than the advertised date, so we encourage you to apply as soon as possible to avoid disappointment.