Incident Analyst

This job is with TomTom, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

• Incident Analyst Duties and ResponsibilitiesMonitor Systems: Monitor the performance and capacity of systems using a variety of tools. We look for hardware, software, and infrastructure alerts or malfunctions. When an issue is identified, Engineers do a basic investigation and involve relevant support for the fix.
• Troubleshoot Problems: We generally have standard operating procedures that engineers will closely follow. This may include coordinating with Internal Technical Team, third-party vendors, customers, or other IT teams.
• Track all Issues: While working on incidents, the Engineer must carefully track and document all issues and resolutions in detail. This increases the knowledge base of the Team and is a record of the health of the system.
• Report Incidents: Engineers must escalate the issue to management, Technical Teams, IT resources, or 3rd party vendors for assistance in reaching a resolution. Engineers also maintain ongoing communication within the team and externally, to keep all stakeholders aware of relevant, known issues and the steps being taken.
  

• We're looking for strong analytical thinkers who enjoy solving problems and thrive in a high-pressure environment with shifting priorities. You should be able to assess a situation and determine tactical steps forward.
• Core Skills - Fresher/0-2 years) Basic understanding of Applications, Systems & Monitoring Tools (PagerDuty, Grafana, AlertSite - exposure is a plus).
• Familiarity with ticketing tools like ServiceNow or Jira (training will be provided).
• Good time management and organizational skills, ability to handle multiple tasks.
• Basic knowledge of Incident Management processes.
• Excellent oral and written communication skills.
• Ability to work in rotational shifts (24×7).Highly motivated, self-starter, and quick learner.
• Team player with a customer-focused mindset.Nice to HavePrevious internship or experience in IT support/helpdesk.
• Exposure to automation concepts for reporting or incident handling.