Job Specifications
Support & Tactical Operations Analyst
£300/day | Inside IR35 | 12-month contract
London – 2 days onsite / 3 days remote
We’re looking for a Support & Tactical Operations Analyst to join a Tier 3 Investigations & Incidents function supporting customers across EMEA. This role sits at the intersection of operations, analysis, and tactical delivery, and is focused on improving how incidents, investigations, and complex case work are handled.
This is not a queue-based support role. Instead, the hiring manager is looking for someone who can step back, dig under the hood, connect patterns across incidents, and turn insights into clear recommendations and actions that improve product quality and operational performance.
What the Hiring Manager Is Looking For
While strong technical and operational experience is important, interviews will focus heavily on how you think:
Your ability to step back and analyse patterns across multiple cases or incidents
How you explain why issues are recurring, not just how they were fixed
How you translate analysis into recommendations and actions, rather than executing fixes yourself
How clearly you communicate your reasoning to both technical and non-technical stakeholders
The Role
You’ll help strengthen the operational foundation of the Tier 3 function by ensuring incidents, investigations, and break-fix work are handled with accuracy, structure, and clear prioritisation. You’ll work closely with cross-functional partners to understand root causes, surface recurring issues, and influence where time and effort should be focused.
The role suits someone comfortable moving between analysis, operations, and small project delivery, someone who can bring clarity where there’s ambiguity and help teams focus on what will make the biggest impact.
What You’ll Be Doing
Support timely and consistent handling of incidents, investigations, and related case work
Ensure work is triaged, progressed, and escalated appropriately, highlighting gaps in speed, quality, or process
Coordinate incident workflows and ensure investigations are assessed and assigned accurately
Analyse trends and perform root cause analysis across incidents and recurring issues
Turn insights into actionable recommendations for Product and Engineering teams
Help prioritise fixes and improvements that reduce friction and improve outcomes
Own and deliver small tactical projects with clear, measurable results
Identify opportunities to streamline workflows, tools, and handoffs
Produce lightweight reporting and dashboards to highlight trends, risks, and opportunities
Maintain clear communication across teams, sharing progress, risks, and blockers
Experience & Skills
Experience in incident management, investigations, operations, or an analytical role in a tech or service environment
Strong analytical skills, with experience using Tableau and Google Workspace
Comfortable working with tools such as Slack, Salesforce, Jira, or similar
Ability to identify patterns in data and turn insights into actionable recommendations
Experience managing small to medium initiatives or projects end-to-end
Confident working independently and taking ownership of outcomes
Strong stakeholder communication skills
ITIL Foundation preferred
About the Company
RedCat Digital is a digital-focused recruitment agency with a difference. Our values of fair, informed, trusted inform every decision we make.
Those principles have led us to 22 years of successful, partnership-driven relationships with our candidates and clients.
We know that recruitment is not a one-dimensional, quick-fix process. That's why we have solutions for every stage, designed to suit your business needs. Whether that's a specific key hire, an entire team, a solution required for a statement of work or anything ...
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