Incident Operations Analyst

Salary range is: $70,138.85 - $98,000.00. This position is bonus and or commission eligible.

CCC Intelligent Solutions Inc. (CCC) is a leading cloud platform for the multi‑trillion‑dollar insurance economy, creating intelligent experiences for insurers, repairers, automakers, part suppliers, and more. At CCC, we’re making life just work by empowering more than 35,000 businesses with industry‑leading technology to get drivers back on the road and to health quickly and seamlessly. We’re pushing boundaries with innovative AI solutions that simplify and enhance the claims and repair journey.

The Incident Coordinator Operations Analyst is responsible for executing high‑quality, timely, and customer‑focused incident and maintenance communications across CCC platforms. The role reduces notification time, improves clarity and consistency of messaging, and provides leadership on major incidents by driving the communication cadence and aligning stakeholders on impact, next updates, and restoration progress. We’re looking for someone energized by automation and AI and excited to help CCC evolve toward real‑time, self‑service status updates and AI‑assisted communication workflows.

This role collaborates with SRE, Product, Account Teams, and vendors to deliver prompt, accurate updates and to escalations to the right owners when needed.

• Serve as the communications lead during incidents and maintenance events, ensuring clear, accurate, and consistent messaging to customers and internal stakeholders.
• Provide bridge leadership during major incidents: join or establish bridges, drive communication cadence, and coordinate inputs across ICC, SRE, Product, Account Teams, and vendors.
• Own the communications cadence (initial notification, regular updates, mitigation/restoration, and post‑incident wrap‑up) and ensure updates meet defined SLAs and expectations.
• Maintain high‑quality documentation during events (timeline, impact statements, customer‑facing summaries, decisions, and follow‑ups) to support post‑incident reviews and reporting.
• Manage and triage the intake process for IT‑related requests, customer questions, and escalations; route to the correct teams and track to resolution.
• Execute and coordinate escalations when impact, duration, or severity thresholds are met; ensure the right stakeholders are engaged quickly.
• Own customer communications artifacts (as applicable), ensuring accuracy, approvals, and distribution are completed on time.
• Own and administer the Status Page (Pager Duty Status Page or similar): publish incidents/maintenance, manage component status, maintain templates, and ensure the page reflects real‑time service health.
• Coordinate incident follow‑up activities (post‑incident communications, customer‑facing summaries, action‑item tracking) and support continuous improvement.
• Administer and improve operational processes and procedures related to incident communications, such as templates, playbooks, and quality checks.
• Act as a primary contact for external customers and vendors for incident‑related communications, ensuring a professional, empathetic, and customer‑first experience.
• Participate in an on‑call rotation to support incident communications and customer updates during off‑hours, weekends, and holidays as needed.

• 2–3 years of experience in systems, IT services, incident communications, service management, or a related operational role.
• Experience in incident communications, IT operations support, service management, or customer communications in a production environment.
• Ability to translate technical updates into clear, customer‑ready messaging.
• Strong analytical skills and comfort using metrics and reporting to drive improvements.
• Experience operating in high‑pressure environments with strong attention to detail and quality control.
• Exposure to automation and and or AI‑assisted workflows (as a user or contributor).
• Ability to lead and facilitate collaboration across multiple teams and stakeholders, including vendors and customer‑facing teams.
• Self‑starter who can work independently, prioritize effectively, and manage multiple concurrent incidents/issues.

• Familiarity with incident management practices (major incident processes, post‑incident reviews, and follow‑up tracking).
• Experience owning or administering a Status Page solution (Pager Duty Status Page or similar).
• Knowledge of ITIL concepts and service management best practices.

• 401K Match
• Paid time off
• Annual Incentive Plan
• Performance Bonus
• Comprehensive health insurance
• Adoption Assistance
• Tuition Reimbursement
• Wellness Programs
• Stock Purchase Plan options
• Employee Resource Groups

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