Incident Management Professional
Posted Updated
Description
Incident Management Analyst
Role Summary
Key Responsibilities
Department: Incident Management / Service Operations
Work Model: Shift-based (24x7)
Own the incident lifecycle from assignment to resolution. Monitor SLAs, manage escalations, communicate with clients, and spot SEV1 patterns early, especially during outages.
- 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.
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.