Service Management Analyst (Remote, Kyiv)

About the role

Atlas Technica, which provides IT management, user support and cybersecurity for hedge funds and other investment firms, is hiring a Service Management Analyst. The role sits in the Service Management department, reports to the Manager, Service Management and is based in London but worked remotely from Kyiv, Ukraine. It is a client-facing position focused on improving service performance, driving accountability and coordinating cross-functional resolution of incidents, problems, risks and service-improvement initiatives. The schedule is 9:00 AM to 6:00 PM Eastern Time.

Key responsibilities

• Drive incident follow-up and accountability for assigned clients, including escalations, aging tickets, SLA risks, outstanding actions and backlog reduction.
• Identify recurring incidents and trends, coordinate Problem Management follow-through and facilitate Root Cause Analyses with complete, client-ready documentation.
• Support Major Incident Management by coordinating resources, opening incident bridges, tracking actions and escalating communication risks.
• Monitor client service health, SLAs, KPIs, CSAT and backlog trends to spot emerging risks and improvement opportunities.
• Prepare and lead client Quarterly Business Reviews and own Service Improvement Plans and corrective-action initiatives.
• Produce accurate, timely service reports and dashboards, and support audit preparation, policy-compliance reviews and process-adherence checks.
• Track adherence to ITIL-aligned processes, document gaps and exceptions, and help build playbooks, SOPs, knowledge-base content and training materials.
• Work with NOC, Resource Coordination, Support, Onboarding, Service Operations and Talent Development to improve handoffs and accountability, and communicate service status and risks clearly to clients and stakeholders.

Required profile

• 2-5 years of experience in service delivery, IT operations, service management or a related operational role; equivalent experience may be considered.
• Bachelor's degree or equivalent relevant professional experience.
• Ability to work remotely from Kyiv, Ukraine, with consistent availability during the 9:00 AM - 6:00 PM Eastern Time schedule.
• Desirable: experience in a managed service provider, IT services or multi-client environment, and familiarity with ConnectWise Manage.

Required skills

• Working knowledge of ITIL practices (Incident, Problem, Change Management and continual service improvement).
• Experience with Major Incident Management and Root Cause Analysis documentation.
• ITSM, ticketing, reporting, dashboard or data-visualization platforms.
• Desirable: ConnectWise Manage, Power BI, Excel, and experience presenting Quarterly Business Reviews.