Incident and Problem Management Analyst

The Incident & Problem Management Analyst is responsible for ensuring a cohesive Incident Management, Major Incident Management, and Problem Management practice across Inspire Brands Shared Services. This role leads the Major Incident Management process supporting Shared Services, E-Commerce, Infrastructure, and other critical enterprise platforms. The analyst serves as the central coordinator during major incidents, leading technical bridge calls, driving rapid engagement of support teams, managing executive communications, and ensuring timely service restoration.

This role is responsible for crafting clear, concise, and business-focused communications for senior leadership throughout the incident lifecycle, translating complex technical issues into actionable business updates.

• Lead and coordinate Major Incident Management activities for enterprise technology services and platforms.
• Serve as Incident Commander during high-priority incidents and service disruptions.
• Facilitate and lead technical bridge calls during critical incidents.
• Engage and coordinate appropriate technical resources, vendors, and business stakeholders to expedite resolution.
• Drive accountability across support teams and ensure clear ownership of resolution activities.
• Maintain command and control throughout the incident lifecycle.
• Quickly assess business impact and communicate risk, customer impact, and service degradation to stakeholders.
• Develop and distribute executive-facing communications, including:
• Initial incident notifications
• Status updates
• Business impact assessments
• Executive summaries
• Resolution communications
• Post-incident reports
• Translate complex technical information into concise, business-focused messaging for senior leadership.
• Coordinate post-incident reviews and ensure action items are identified and tracked to completion.
• Support high-visibility business events, hypercare periods, and executive escalations when service disruptions occur.

• Identify, classify, and manage problem records to prevent recurring incidents.
• Analyze incident trends and recurring issues to identify opportunities for systemic improvements.
• Drive Root Cause Analysis (RCA) efforts following major incidents and significant service disruptions.
• Coordinate internal and external stakeholders to investigate root causes.
• Ensure corrective actions are assigned, tracked, and completed.
• Manage problem records through closure while ensuring proper documentation and knowledge transfer.
• Promote proactive problem management practices across technology teams.
• Drive continuous service improvement initiatives that reduce operational risk and improve service stability.

• Coordinate resources and processes required to resolve enterprise-wide outages and service disruptions.
• Support the continual improvement of Incident, Major Incident, and Problem Management processes.
• Maintain and enhance operational documentation, standard operating procedures, and knowledge articles.
• Ensure quality procedures and solutions are documented and readily available to support teams.
• Collaborate with technical and business teams to improve operational maturity and service reliability.
• Support reporting, service governance, and operational metrics initiatives.
• Contribute to ITSM maturity improvements aligned to ITIL best practices and organizational objectives.

• Develop and maintain a high-level understanding of Inspire Brands' technology ecosystem, including MDBP, IDP, digital platforms, integrations, APIs, and supporting infrastructure.
• Understand application dependencies, transaction flow paths, integration points, and service relationships.
• Quickly identify and assess outage impacts across interconnected business systems.
• Evaluate risks and potential customer impact during service disruptions.
• Partner with application, infrastructure, network, security, and vendor teams to accelerate incident diagnosis and resolution.
• Support continual refinement of service dependency mapping and operational readiness processes.

• Communicate effectively…