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.

• 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.
• 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.
• 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.
• May require occasional after‑hours participation in urgent or high‑impact incident response activities based on business impact, service criticality, or escalation requirements.

• Practical technical understanding of application, infrastructure, network, cloud, and end‑user support environments, with the ability to guide technical discussions, identify dependencies, challenge unclear updates, and drive incident calls toward timely service restoration.
• Strong operational leadership in Incident Management, Major Incident coordination, and ITSM process execution.
• Strong understanding of ITIL‑aligned Incident, Problem, Change, Knowledge, Request, and SLA Management practices.
• Ability to coordinate service‑impacting incidents across technical, operational, business, client‑facing, and external partner teams.
• Ability to lead major incident triage, clarify ownership, drive accountability, and translate technical activity into clear timelines, communications, executive summaries, and post‑incident reviews.
• Strong sense of urgency…