Job Description
Important High Level Summary Notes
Please read the below high-level overview carefully, and if this position is of interest please contact me directly for a chat - my details are below:
Lorenz Pasch at Hays Recruitment My contact information is available on my LinkedIn profile
For this role, you must be able to demonstrate:
- Hands-on ownership of Root Cause Analysis for major incidents (P1/P2)
- Experience applying structured RCA methodologies (5 Whys, Fishbone, Fault Tree, Kepner-Tregoe)
- Ability to analyse technical, process, and organisational causes of failure
- Experience working within Incident, Major Incident, and Problem Management functions
- Confidence to challenge engineering teams and vendors on root causes and corrective actions
- Experience producing high-quality RCA reports (timeline, impact, contributing factors, actions)
This role is not suitable for candidates whose experience is limited to service desk, incident coordination, reporting/MI analysis, or supporting RCA without ownership.
If your experience does not include the above, this role will not be a match.
Unfortuantely, no sponsorship options are available for this position
The Role
A unique opportunity to join Hays, a FTSE 250 recruitment leader with a global footprint, undertaking a bold technology strategy focused on modernisation, digitalisation and innovation to power progress through people and market-leading technology.
This role sits within our Technology Operations function and is responsible for leading root cause investigations across major incidents and recurring issues.You will work across engineering, operations, and vendor teams to identify underlying causes of failure and ensure sustainable corrective and preventative actions are implemented.This is a hands-on analytical role, requiring structured thinking, technical understanding, and the ability to influence outcomes without direct authority.
What You'll Own
Root Cause Analysis: Lead in-depth RCA across incidents and major incidents, identifying true root causes - not just symptoms.
Problem Management: Identify patterns, trends, and systemic weaknesses. Drive actions to reduce repeat incidents and improve stability.
Data & Investigation: Collect and analyse technical, process, and organisational data to build a complete view of failure points.
Reporting & Documentation: Produce clear, structured RCA reports including timelines, impact assessments, and corrective actions.
Stakeholder Collaboration: Work closely with engineering, operations, and vendor teams to validate findings and drive remediation.
Continuous Improvement: Contribute to operational maturity by improving RCA quality, consistency, and effectiveness across the organisation.
What We're Looking For
You will bring experience from complex IT environments where incident volumes are high and service stability is critical.
Key experience includes:
- Strong background in Problem Management, RCA, or Major Incident analysis
- Experience in enterprise IT operations environments
- Proven understanding of ITIL processes
- Ability to analyse complex technical and process-driven issues
- Strong written and verbal communication skills
- Confidence working with technical teams and challenging assumptions
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