Lead IT Incident Management Analyst

JOB SUMMARY

The Lead Incident Management Analyst supports Empyrean's IT Service Management program by leading and optimizing the Incident Management practice across IT Operations. This role provides operational leadership, process stewardship, and Service Now ITSM expertise to ensure service-impacting events are managed consistently, documented accurately, communicated effectively, and used to drive continuous improvement.

This position leads Incident Management and Major Incident coordination, including triage support, escalation coordination, service restoration tracking, business-impact communication, post-incident documentation, SLA governance, and mitigation- action follow-through. The role partners with internal teams, service owners, leadership stakeholders, and external partners to improve incident response, strengthen service reliability, and support high-quality IT service delivery. This role leads through process authority, coordination, and influence;

formal technical resolution ownership remains with the appropriate service owners, platform owners, or technical teams.

This role may require occasional after-hours participation in urgent or high-impact incident response activities based on business impact, service criticality, or escalation requirements.

ESSENTIAL DUTIES AND RESPONSIBILITIES

ITSM / Incident Management

• Lead Incident Management and Major Incident response activities, including triage, escalation, bridge facilitation, service restoration tracking, documentation, and corrective action follow-up.
• Coordinate response across technical, operational, business, client-facing, and external partner teams during service-impacting events, including urgent or high-impact incidents outside standard business hours as needed.
• Apply incident priority, impact, urgency, and Major Incident criteria to support timely escalation, SLA application, leadership engagement, and communication workflows.
• Assess and document service impact, recovery actions, decisions, timelines, postmortems, and remediation activities for major or service-impacting incidents.
• Maintain clear incident communications by translating technical details into business-impact updates, executive summaries, operational communications, and client-facing talking points as appropriate.
• Facilitate post-incident reviews and track lessons learned, recurring issues, corrective actions, risks, owners, and due dates through completion.
• Manage Incident Management SLA/OLA governance, including definitions, reporting, breach review, response and restoration performance, escalation adherence, and continuous improvement.
• Analyze incident trends, SLA performance, aging work, recurring issues, and service risks to identify opportunities for operational improvement and service stability.
• Escalate non-response, ownership gaps, SLA risks, and service-impacting blockers through established ITSM and leadership channels.
• Support related ITSM processes, including Problem Management follow-up, Change Management coordination for service-impacting work, and request SLA visibility where fulfillment performance affects service delivery or operational risk.
• Act as a Service Now process partner for Incident Management, SLA Management, reporting, dashboards, and related ITSM workflows.

Monitoring and Observability

• Partner with observability and technical teams to identify monitoring, alerting, service health, and metric visibility improvements based on incident findings, SLA trends, service risks, and operational gaps.

General / Cross-Functional Operations

• Support operational reporting, dashboard refinement, data validation, SOPs, communication standards, and knowledge artifacts related to Incident Management, SLA Management, service recovery, and post-incident improvement.
• Facilitate incident, problem, SLA, and process improvement discussions; mentor teams in process adherence, documentation quality, SLA awareness, and ITSM maturity.
• Contribute operational insight to improve ITSM services, incident practices, reporting needs, and Service Now roadmap priorities.

REQUIRED SKILLS AND ABILITIES

ITSM / Incident Management

• Practical technical understanding of application,…