Incident Management Analyst

Responsibilities

• Internalize and utilize documented procedures, styles, and standards for a consistent incident management experience • Obtain and record all significant efforts during the investigation and mitigation of a service outage • Craft clear, concise summaries of triage and mitigation efforts and the current service state • Identify and document significant milestones during the investigation and mitigation of a service outage • Identify and document key stakeholders involved in the investigation and mitigation of a service outage • Coordinate with service engineers to identify additional support and quickly engage those resources when necessary • Communicate with multiple stakeholders during service outage investigations via voice and chat • Coordinate closely with peers and team leaders during complex or extended service outages • Prepare postmortem documentation for the outage root cause analysis • Respond to manual escalations and communications with the assistance of a senior team member or shift lead • Monitor communication tools to track incoming incidents and assign them to the appropriate team member

Skills

• 1+ years of experience in IT support fields such as operations or service desk • Experience in following procedures, gathering metrics, and monitoring automated and manual notifications • Experience supporting enterprise-level applications, server hardware, databases, and networks • Experience using alerting, incident management, and work tracking tools like ServiceNow or Jira • Demonstrated ability to respond quickly and follow complex processes in a dynamic environment • Proven capacity to balance multiple responsibilities without compromising work quality, even in high-pressure situations • Highly motivated, detail-oriented individual contributor with outstanding organizational skills • Strong interpersonal and verbal communication skills, capable of working effectively within a diverse team • Superior written communication skills, including following basic English grammar rules, using templates, and adhering to documented styles and standards • Excellent customer service skills, responding to questions and urgent requests in a helpful, empathetic, and professional manner • Ability to work as part of a 24x7x365 team with shifts that include weekends and public holidays

Qualifications

• IT-related degree or certification • Working knowledge of ITIL or a similar service management model • Prior experience working in a large multinational team