Incident Analyst

Overview

Job Description:

We are seeking a detail-oriented professional to support the end-to-end lifecycle of IT incidents. In this role, you will be responsible for ensuring incidents are accurately logged, tracked, and effectively coordinated through to resolution. You will play a key part in maintaining clear communication, facilitating collaboration, and escalating issues in line with established processes to minimise disruption to business operations.

• IT Diploma (Computer Science Degree advantageous).
• ITIL Foundation certification mandatory (ITIL Intermediate or Expert advantageous).

• Minimum 1 - 3 experience in IT Service Operations.
• Exposure to incident management or service desk environments
• Exposure to structured IT environments advantageous

• Analytical and problem-solving skills.
• Good communication and stakeholder management abilities.
• Ability to remain composed under pressure
• Ability to escalate issues appropriately.
• Ability to follow coordination processes
• Familiarity with monitoring and ITSM tools (e.g., Service Now, Jira Service Management, Solar Winds, Datadog).

• Support the end-to-end tracking and coordination of IT incidents, ensuring timely detection, classification, investigation, and resolution.
• Follow up with technical teams to support timely restoration of services.
• Assist in Major Incident (P1/P2) processes under guidance of senior resources— including rapid response, technical bridge setup, stakeholder updates, and post-incident reviews.
• Ensure incidents are correctly logged, categorized, prioritised, and updated in the system
• Identify and flag recurring issues for further analysis

• Act as a coordination point for incident communication between teams, vendors, and business stakeholders.
• Provide regular operational updates using predefined templates.
• Assist in preparing documentation for post-incident reviews.
• Contribute to incident reporting and ensure updates are captured for reporting purposes.

• Support improvement initiatives in incident response processes.
• Work with related teams to support reduction of recurring incidents.
• Track incident metrics and highlight areas of concern to senior team members.

• Adhere to defined incident management processes and organisational policies.
• Maintain accurate and up-to-date incident records for audit purposes.
• Identify and escalate potential risks or issues in line with defined processes.