Job Description

Incident Management Analyst1 Key Responsibilities Own and manage the end-to-end incident lifecycle, including logging, categorization, prioritization, and resolution tracking. Lead and coordinate Major Incident (P1/P2) calls, engaging cross-functional technical teams to restore service as quickly as possible. Provide timely and accurate communication to internal stakeholders, management, and customers during incidents. Drive root cause analysis (RCA) post-resolution and ensure timely closure of follow-up actions. Maintain documentation for incident response processes, escalation paths, and communication templates. Work closely with Problem Management and Change Management teams to minimize repeat incidents. Monitor trends and key metrics to identify areas for improvement in incident handling. Ensure adherence to SLAs, KPIs, and compliance requirements. Provide incident reporting and analytics to management and stakeholders. Conduct regular incident reviews, including post-mortems and continuous improvement activities. Required Skills & Experience 4+ years of experience in IT Incident Management, with a focus on Major Incident Management (MIM). Strong understanding of ITIL processes, especially Incident, Problem, and Change Management. Proven experience coordinating P1/P2 incident calls and acting as the single point of contact during major incidents. Excellent verbal and written communication skills with the ability to communicate effectively with technical and non-technical stakeholders. Strong troubleshooting skills and the ability to quickly grasp complex systems and dependencies. Experience using ITSM tools (e.g., ServiceNow, BMC Remedy, Jira Service Management). Ability to remain calm and effective under pressure. Experience working in 24x7 environments is preferred. Preferred Qualifications ITIL v3/v4 Foundation or Intermediate certification. Experience in managing incidents across cloud, network, application, and security platforms. Familiarity with monitoring and alerting tools (e.g., Splunk, Datadog, LogicMonitor, SolarWinds). Work Environment May require working in rotational shifts or on-call support during critical events. Ability to work in a fast-paced, global IT operations environment. Show more Show less