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.
