Job Description

About the Business
Quilter plc is a leading wealth management business, helping to enable brighter financial futures for every generation.
Quilter oversees 126.3 billion in customer investments (as of August 2025). It has an adviser and customer offering spanning financial advice, investment platforms, multi-asset investment solutions, and discretionary fund management. The business is comprised of two segments: Affluent and High Net Worth.
Affluent encompasses the financial planning business, Quilter Financial Planning, the Quilter Investment Platform and Quilter Investors, the multi-asset investment solutions business.
High Net Worth includes the discretionary fund management business, Quilter Cheviot, together with Quilter Cheviot Financial Planning - offering a highly personalised service to private clients, charities, trustees, and professional partners. Quilter Cheviot has presence throughout the UK, Ireland and Channel Islands.
At Quilter we never stand still. Our foundations are rooted in our extraordinary expertise, which is trusted by hundreds of thousands of customers, but we have great ambitions to stay one step ahead and make an even greater difference to the people and communities we serve, including our colleagues.
Our business is transforming, continually modernising, and becoming even more customer centric. So, if you want to be bold in the pursuit of your ambitions, bring new ideas, and challenge and evolve what we do, it's the perfect time to join us!
About the Role
Level: 2
Department: Technology
Location: Southampton
Contract type: Permanent
The Entry Level Technology Service Operations Analyst is one of the key roles in the Technology Operations team, which is the face of Technology Operations to our business and Executive community. It is one of the important entry points into our Technology organisation and capability, supporting our entire Quilter plc organisation.
The role provides the initial point of contact for the resolution of service (including major incidents), alongside service monitoring and event management.
The role is challenging, working within a fast-paced environment which requires the role holder to excel under pressure and be empowered to lead resolutions in line with the demands of the business and reports to the Duty Service Managers.,

• You will be responsible for the Technology Operation Centre's (TOC) day to day operation, providing a central hub for all operational IT queries and issues for senior stakeholders and supplier partners.
• You will work to continually improve key ITIL disciplines and processes ensuring high-quality delivery of key infrastructure maintenance and support activities by the team.
• You will assist with the management of critical security issues as well as supporting the development of enhanced security capabilities.
• As a priority you will assist with driving and orchestrating recovery for priority and major incidents, including active management of Quilter's supplier partners and management of both IT and Business stakeholders, with the assistance of the Duty Service Managers for higher priority incidents.
• You will assist with Access Management requests and help to clear the existing backlog.
• You will provide excellent out of hours IT Care VIP support outside of business hours.
• You will drive problem investigations and remediation internally and with supplier partners while delivering IT Continuity Management and ITDR testing aligned to Quilter Business Continuity Plans and ensure that any new and transitioning services have requisite warranty, supportability, and maintainability.
• You will support ITIL Service operations disciplines whilst on shift, which could include Incident, Change and Availability management. Performing initial assessment and review and approve change request (where appropriate).
• You will provide control and oversight of complex change execution while managing and adhering to SLA & KPI's.
• Importantly you will drive identification/creation and delivery of service improvement opportunities and driving a culture of Continual Service Improvement (CSI).
• You will produce accurate reporting of KPIs and trends to the Duty Service Managers when requested

About You

• The successful candidate will have proven incident management experience in a live service environment. With experience across ITIL disciplines, ideally Event, Incident, Change and Problem. An ITIL qualification would be a bonus.
• You will be able to demonstrate understanding around concepts surrounding quality of service, service level management and service delivery as well as IT security and compliance.
• You must be able to remain calm and work effectively in high pressure, business critical situations.
• You already have basic technical skills and are keen to develop this capability.
• You will have excellent problem-solving skills, be able to communicate with clarity to all key stakeholders and effectively manage change to positively impact our customers.
• The successful candidate will have a basic understanding of Event Management tools. Any experience of the following would be advantageous; SCOM, Mutiny, SquaredUP, the ability to interrogate and recommend updates in CMDB as well as experience with O365 collaboration tools.
• You will be able to work a 24/7/365 shift pattern.
• You possess excellent written and verbal communication skills.

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Inclusion & Diversity
We value diversity and strive to promote inclusivity in all aspects of our culture. We believe in equal opportunities for all, ensuring that no applicant encounters less favourable treatment based on anything but their skills, qualifications, experience, and potential. We celebrate the unique contributions of a diverse workforce and create a respectful, nurturing environment where every colleague can thrive.
Values
Do the right thing: We act with integrity and are proudly committed to going above and beyond in service of our clients and the support we provide our communities.
Always curious: We continuously seek new ideas and knowledge so we're one step ahead of our clients' needs. We look for inspiration everywhere and encourage experimentation, recognising that this is how we create brilliant solutions for brighter futures.
Embrace challenge: We aim high to transform our potential into meaningful outcomes. With ambition as our driving force and a steadfast commitment to growth, we succeed for the good of every generation.
Stronger together: Combining our diverse talents, we accomplish more collectively than we ever could do alone. We speak openly, actively listen, and support each other, and constructively challenge and embrace new ideas. We seek empowerment and demonstrate ownership and trust, with the confidence to make impactful decisions.
Core Benefits
Holiday: 182 hours (26 days)
Quilter Incentive Scheme: All employees are eligible to participate in incentive scheme, to incentivise business performance and their contribution.
Pension Scheme: A non-contributory company pension scheme that can be boosted through personal contributions.
Private Medical Insurance: Single cover as standard with options to increase cover to include your partner or children.
Life Assurance: 4x your salary.
Income Protection: 75% of salary, less state benefits, payable after 26 weeks of absence.
Healthcare Cash Plan: Jersey employees only
In addition to our core benefits, we offer a range of flexible benefits to UK employees that you can choose from and pay for conveniently via a salary deduction.

Skills Required