Incident Analyst | Inclusive Jobs

465631 Incident Analyst

Driver and Vehicle Standards Agency

Apply before 11:55 pm on Wednesday 24th June 2026

📍 Location: Bristol, Swansea, Leeds, Nottingham, Newcastle, Oldham, Birmingham (Garrets Green) or Yeading (This role is suitable for hybrid working)

💷 Salary: £30,485 – Candidates based in Yeading will receive the London Weighting allowance of £4,000
A Civil Service Pension with an employer contribution of 28.97%

🕘️ Contract Type: Permanent – Flexible working, Full-time, Job share, Part-time

🏆️ Available Positions: 1

As an Incident Analyst, you will play a key role in maintaining the stability and reliability of critical services within the DVSA. You will be responsible for managing and coordinating the response to incidents, ensuring service disruptions are resolved as quickly and effectively as possible, while minimising impact on users and business operations.

Working within a fast-paced operational environment, you will monitor live services, triage incoming incidents, and collaborate with technical teams, suppliers, and stakeholders to drive timely resolution. You will also support major incident management processes, providing clear communication and updates to ensure stakeholders are informed throughout the incident lifecycle.

This role requires strong analytical thinking, excellent communication skills, and the ability to remain calm under pressure. You will contribute to continuous improvement by identifying trends, supporting root cause analysis, and helping to implement preventative measures to enhance service resilience.

Top Responsibilities

Assist with managing Major Incidents and preparing and issuing business communications within agreed time frames.
Supports the Incident process to restore normal service operation as quickly as possible, minimising the impact to business operation.
Escalate incidents to other teams as stated in the service level agreement or operational level agreement.
Ensure and drive adherence to Incident and Request Management process, procedures and policies amongst all delivery teams.
Identify potential problems and/or increasing trends of repetitive Incidents.
Communicate with all stakeholders regarding P1 & P2 incidents within the agreed KPI’s, ensuring the comms are clear, precise, and not too technical.
Create any knowledge articles with repeatable procedures with a goal of reducing the number of incidents.
Facilitate discussions and identify actions to ensure that resolver teams are working in line with Incident Management Processes.

Benefits

Employer pension contribution of 28.97% of your salary. Read more about Civil Service Pensions here
25 days annual leave, increasing by 1 day each year of service (up to a maximum of 30 days annual leave).
8 Bank Holidays plus an additional Privilege Day to mark the King’s birthday.
Access to the staff discount portal.
Excellent career development opportunities and the potential to undertake professional qualifications relevant to your role paid for by the department, such as CIPD, Prince2, apprenticeships, etc.
Joining a diverse and inclusive workforce with a range of staff communities to support all our colleagues.
24-hour Employee Assistance Programme providing free confidential help and advice for staff.
Flexible working options where we encourage a great work-life balance.

About You

Proven experience in incident management, service operations, or a similar IT/service delivery environment
Strong analytical and problem-solving skills, with the ability to assess incidents quickly and make informed decisions under pressure
Excellent communication skills, able to clearly convey information to both technical and non-technical stakeholders
Ability to prioritise workloads and manage multiple incidents in a fast-paced environment
Experience of working collaboratively within multidisciplinary teams
Strong attention to detail and a commitment to maintaining accurate records and documentation
Good understanding of ITIL service management framework or equivalent experience
Knowledge of major incident processes and tools (e.g. ServiceNow or similar platforms)

Essential qualifications/licenses
Currently hold or be willing to work towards