Problem Analyst

About Us Planet is a leading technology company transforming payments by putting customer experience first. We offer integrated solutions that include payment processing, VAT refunds, dynamic currency conversion, and management services for merchants in the Retail and Hospitality sectors worldwide. In recent years, we have experienced significant growth, expanding our services and global presence. With strong private equity investors, Advent International and Eurazeo, we have the financial capital and expertise to grow our capabilities and reach through acquisitions. Our mission is to create a world of connected commerce where payments are simple, secure, and seamless, enabling our partners to deliver exceptional experiences to their customers.

Role overview

We are looking for a Problem Analyst to support root cause elimination across Planet's production estate. Working alongside our Problem Manager, you will mine incident data for patterns, prepare RCA evidence packs, track problem actions to closure and help build a known-error database that prevents repeat failures.

What you will do

• Analyse incident and event data to identify trends, repeat failures and emerging problem candidates.
• Prepare evidence packs for post-incident reviews: timelines, impact data, contributing factors and action recommendations.
• Track problem actions across resolver teams - chase owners, report aging and flag stalled items.
• Maintain and curate the known-error database: accurate workarounds, clear ownership and expiry dates.
• Produce problem management reporting: open problems, recurrence rates, action closure velocity and trend summaries.
• Support the Problem Manager in facilitating blameless postmortems and documenting outcomes.

Who you are

• 2+ years in problem analysis, incident analysis or a data-driven operations role.
• Strong analytical skills - comfortable mining large Jira / JSM ticket datasets and spotting patterns.
• Familiar with structured RCA techniques (5 Whys, fishbone, fault-tree) even if not yet leading them.
• Detail-oriented with excellent written communication for reports and action tracking.
• ITIL Foundation preferred; experience in payments or fintech a plus.

Why Planet

Why Planet Planet is an equal opportunity employer where diversity is valued, and all employment is decided based on qualifications, merit, and business need. Come and grow your career in the most exciting, fast-paced technology market, with a business that delivers feel-good connected commerce. At Planet, we embrace a hybrid work model, with three days a week in the office. Reasonable accommodations may be made in order to allow for an individual to perform the essential functions of this role successfully.

Company Background

Company Background Planet provides integrated software, payment and technology solutions for its customers in the Hospitality and Retail sectors and worldwide via a network of global Financial Services Partners. Founded over 35 years ago, we have evolved our services, delivering an innovative digital commerce platform that puts customer experience first. With headquarters in London and around 3,000 expert employees located across six continents we serve customers in over 120 markets.