British Red Cross Ukraine Crisis Appeal

£3750+ donated already with continuing regular donations.

Ukraine Crisis

Apply for this Job

UploadChoose a CV

To find out about how we process your data, please read our privacy policy.


  • LocationRemote
  • SalaryCompetitive rates
  • Job TypeContract
  • ReferenceJAT001
  • Date posted7-Sep-23

Vertex Solutions has been providing excellent services to our clients in Enterprise Software, FinTech, Insurance, Mobile, R&D, Finance, and IT since 1997. We work for some of the most innovative names in their respective markets.


We operate as partners from a position of trust, developed through our delivery of essential talent time and time again. We have helped to build talented teams of scientific staff and engineers (in Software, Hardware, IT, and Network Support disciplines) from graduate through to board level, allowing our clients to create value and develop their brands.


We provide some of the best technology talents in Europe to a mix of global brand names and cool technology start-ups.


Are you looking for a new challenge as a IT Support Service Analyst?



Our client is one of the largest Financial Institutions and Financial Services organizations in the world, with operations in 64 countries and territories.


Using technology to transform the world’s leading financial institution, this is a job for the boldest problem solvers in the tech industry.


Your responsibilities

  • Provide support 1st and 2nd line technical support queries from UK colleagues to minimize disruption to delivered services through resolution or workaround.
  • To take ownership of user incidents, perform a technical diagnosis and fix the issue or work effectively and productively with resolver groups.
  • To research the root causes of incidents, make temporary solutions (workarounds) available, and develop final solutions for known errors with collaboration with resolver groups.
  • Engage in proactive problem management by analyzing trends or historical data of incidents and services. To work within defined SLA thresholds for incident(s), request(s) and problem(s).
  • To ensure the correct use of call logging system to ensure the ability to undertake trend analysis.
  • To ensure the ongoing maintenance, management, and utilization of AppD, Patrol and Splunk and other event management and monitoring systems to ensure pro-active response to potential disruption.
  • To contribute to the formulation of Management Information on Incident handling and customer experience.
  • To foster an environment of continual service improvement across the Incident Management team and responsibilities.
  • To work professionally and efficiently, maintaining a high degree of customer service.
  • To ensure appropriate adherence to agreed processes.


Our requirements

  • Experience of working within an ITIL based Service Management environment.
  • Experience of working within a large scale IT Service Delivery environment.
  • Ability to quickly understand complex service architecture and inter-dependencies.
  • Ability to quickly understand the first direct business systems to be supported and the value streams underpinned by these.
  • Aptitude to understand new technologies with a view to providing support to the first direct business using those technologies.


Ability to provide support to services delivered across a broad range of technologies including:

  • Network infrastructures
  • Database, Application and Network layers
  • Mobile apps for iOS and Android
  • API
  • Others as defined



Employment type: B2B



• Private medical care and life insurance


Other benefits:

• Highly skilled tech team who is always ready to help, collaborate and share knowledge

• Clear career engineering path and the possibility to rotate between projects and teams (for longer term)

• Occasionally Hybrid working model after the Pandemic (we miss each other a lot!)


Have we sparked your interest?

Get in touch! We are looking forward to speaking to you.


Reach out to me at or apply for this job to know more!

Similar Jobs.

Apply for this Job

Customer Reviews

Net Promoter Score



NetPromoter Score


10 out of 10. Danielle has been a pleasure to work with thus far, excellent communication, and very helpful in scheduling time with distributed team members.


NetPromoter Score


Unfortunately, position I applied has been filled out before my interview with client. However, I would definietely recomend (10) Vertex to others.


NetPromoter Score


- Felt professionally represented for roles we pursued - Relevant opportunities presented in light of discussions we had and my expectations

Let's Work Together

I’m looking for a job a candidate or would like to work at Vertex