Incident Management Analyst

The Incident Management Analyst is responsible for the day-to-day execution of Incident Management activities within the Service organization. This is a hands-on individual contributor role responsible for coordinating incidents from identification through resolution and closure, completing post-mortem activities, tracking follow-up actions, and supporting continuous improvement of the Incident Management process. This role works closely with Service, Operations, Technology, Product, Risk, and other stakeholders to ensure incidents are managed consistently, timely, and in accordance with established procedures.

The role requires strong ownership, communication, organization, and the ability to coordinate activities across multiple teams during time-sensitive events.

• Coordinate incidents from identification through resolution and closure, ensuring appropriate stakeholders are engaged and actions are clearly assigned and tracked.
• Facilitate incident calls as appropriate, maintaining focus on impact assessment, restoration of service, client considerations, and timely escalation.
• Ensure incidents are appropriately classified, documented, communicated, and managed in accordance with established Incident Management procedures.
• Maintain accurate and timely incident records, including event timelines, impacts, key decisions, actions, and resolution details.
• Partner across Service, Operations, Technology, Product, Risk, and other functions to drive effective incident resolution and ensure client and operational impacts are appropriately identified.
• Support the development of timely and accurate internal, executive, and client-facing incident communications as required.

• Experience in incident management, production support, operations, service management, or a related discipline within a complex operational environment.
• Strong ability to manage multiple priorities and independently drive assigned work to completion in a time-sensitive environment.
• Strong analytical and problem-solving skills, with the ability to organize complex information and identify key issues, impacts, and required actions.
• Strong written and verbal communication skills, including the ability to work effectively with technical and non-technical stakeholders.
• Strong documentation skills and attention to detail.
• Ability to coordinate and influence cross-functional stakeholders without direct authority.
• Ability to exercise sound judgment and appropriately elevate issues.

• Experience with in financial services, payments, financial market infrastructure, or another highly regulated and operationally critical environment.
• Knowledge of formal Incident Management frameworks and practices.
• Experience preparing post-mortems, root-cause documentation, incident summaries, or similar materials.
• Experience with Service Now or comparable IT service management platforms.