Our client an award winning SaaS organisation providing software solutions to the SME marketplace is now seeking an experienced Tactical Operations Analyst for a 12 month contract. Central London location, hybrid, with\n\n2-3 days a week in the office.\n\nYou will help the team maintain a consistent and structured approach to handling investigations and incidents.\n\nSkills\n\n * Experience in incident management, investigations, operations up to Tier 3 level or an analytical role in a service environment.\n\n * Strong analytical skills such as Google Workspace and Tableau.\n\n * Comfortable using Slack, Salesforce, Jira, and similar operational tools.\n\n * Ability to identify patterns in data and turn insights into actionable recommendations.\n\n * ITIL Foundation preferred.\n\nResponsibilities:\n\n * Support timely and consistent handling of incidents, investigations, and related case work.\n\n * Ensure cases are triaged and progressed in line with expectations, highlighting gaps in speed, quality, or process.\n\n * Perform root cause analysis and identify trends across incidents and recurring issues.\n\n * Provide analytical insights that help prioritise fixes and improvements .\n\n * Contribute to improvements that resolve issues more quickly.\n\nBenefits\n\n * Global company, long contract\n\n * Hybrid role\n\n * Free breakfast