Incident Analyst

Incident Management Analyst Department: Incident Management / Service Operations Work Model: Shift-based (24x7) Role Summary Own the incident lifecycle from assignment to resolution. Monitor SLAs, manage escalations, communicate with clients, and spot SEV1 patterns early, especially during outages.

Key Responsibilities

Assign tickets; ensure correct categorization and prioritization. Monitor queues, flag aging and reopen-eligible incidents. Track SLAs (Response, FCR, SDR, Resolution) and follow up actively. Follow the escalation matrix and escalate client-call items to leadership. Track hourly patterns and release trends to identify potential SEV1s.

Coordinate MI and OCC communication during outages. Manage IHG user items, daily standup deliverables, and daily incident/call reports. Attend all client calls and hand over at every shift end.

Requirements

1 - 3 years in incident management, service desk, or support operations. Working knowledge of SNOW or Sales Force tool and ITIL practices. Strong communication skills, including client-facing. Willingness to work rotational shifts.