Incident Management Analyst

Our global operations continue to expand, and we're looking for a Incident Management Analyst to help ensure the stability and reliability of our global IT services.

As a key member of the IT Operations team, you'll support the rapid response and coordination of critical IT incidents. This role is ideal for someone who thrives in fast-paced environments, communicates clearly under pressure, and enjoys working cross-functionally to solve complex operational challenges.

You'll work closely with technical teams, stakeholders, and leadership to ensure incidents are managed efficiently, communication flows smoothly, and services are restored as quickly as possible. Your work will play a key role in maintaining service continuity and minimizing business impact.

What You'll Do

• Identify, log, and classify major IT incidents reported by internal teams or external users

• Coordinate response efforts by engaging appropriate technical teams and vendors to diagnose and resolve incidents,coordination calls and document actions, updates, and timelines

• Track incidents ,provide a clear and timely communication between technical teams, business stakeholders, and leadership during major incidents. Along with root cause analyses (RCAs), including performance incidents reports,

• Assist in preparing RCA reports and ensure documentation and communication are completed as required, Be a contribute to knowledge base articles

• Support daily review meetings to discuss recent and ongoing high-priority incidents and operational work

• Follow established Major Incident and Change Management processes, policies, and tools

• Generate reports, dashboards, and performance metrics for operational and leadership reviews

• Support process adoption and assist with training or guidance related to incident management practices

Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field

• 3-5 years of experience in IT operations, incident management, or service management

• Experience working with enterprise-level incident response or IT service management processes

• Strong analytical and problem-solving skills with attention to detail

• Excellent written and verbal communication skills

• Ability to stay organized and perform effectively under pressure while managing multiple priorities

• Familiarity with ITIL principles and service management best practices

• Experience with ITSM tools (e.g., ServiceNow or similar platforms) - an advantage

• Strong documentation and organizational skills

• Fluent in spoken and written English