Incident Management Analyst

Youre good at what you do and possess the required experience to prove it. However, equally as important – you have a growth mindset; keen to drive your own personal and professional development. You are customer-focused – someone who prioritizes customer success in their work. And finally, you’re open and borderless – naturally inclusive in how you work with others.

Required Technical and Professional Experience

• Having 3+ Years of experience in Incident management
• Manage all major incidents (Sev1, Sev2) and urgent/on-demand Sev3 incidents in a 24x7 centralized desk.
• Receive and log incidents via phone, email, and web in SNOW Portal.
• Perform initial assessment, categorization, and prioritization using the Call Logging Template (CLT).
• Lead and facilitate incident calls with full ownership until resolution.
• Conduct initial discovery and provide preliminary support before engaging domain SMEs.
• Assign incidents to appropriate resolution groups and drive closure.
• Initiate bridges and release notifications with meaningful progress updates.
• Keep internal and external stakeholders informed throughout the incident lifecycle.
• Escalate unresolved incidents per escalation procedures approved by CUSTOMER SPOC.
• Maintain and update the MIM portal with all relevant incident information.
• Ensure incidents are not closed until fully resolved and approved by CUSTOMER.
• Conduct quarterly reviews and audits of processes, roles, and documentation.
• Maintain daily trackers for P1/P2 incidents and bridge adherence.
• Publish weekly and monthly dashboards with insightful analysis.
• Follow up for RCA post-incident closure for CUSTOMER-dependent P1 incidents.
• Organize monthly cross-skill training with domain teams.
• Maintain and reconcile escalation matrices and notification distribution lists

Preferred Technical and Professional Experience

• In depth knowledge of Amazon cloud hosting architecture with experience with AWS and Azure is a bonus
• Exceptional judgment and decision-making abilities
• Familiar with a variety of IT concepts, practices, and procedures
• Knowledge of design techniques, tools, and principals involved in production of precision technical plans, blueprints, drawings, and models
• Logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems
• Strong analytical and problem-solving skills with high attention to detail