Incident Management Analyst

Job Description

• Lead and manage incident bridge calls across multiple technical teams (network, server, DBA, application teams)
• Act as the central coordinator during incidents, ensuring the call stays focused and does not escape unnecessarily
• Manage incidents across a variety of issues, including:
  • Application failures
  • Network issues
  • Database performance problems
  • System outages and degradations
• Track and document incident timelines, actions taken, and ownership
• Drive incidents from initial issue → resolution, including escalation when needed
• Partner with SMEs to ensure efficient troubleshooting and resolution
• Handle varying levels of severity, including:
  • Daily incidents
  • Potential escalation from minor issues → outages → major incidents
• Operate within a high-volume environment, with occasional concurrent bridge calls
• Collaborate within a global team structure spanning U.S., India, and Mexico

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances.

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• 2–5 years of experience in Incident Management or related IT operations roles
• Experience leading bridge calls / managing major incident calls (this is critical)
• Strong understanding of incident management processes (ITIL framework)
• ITIL Certification (preferred and strongly desired; may be treated as required)
• Hands-on experience with Service Now
• Ability to coordinate across cross-functional technical teams (network, server, database, etc.)
• Strong communication skills with the ability to stay calm and control high-pressure situations
• Experience documenting incident timelines, ownership, and escalation paths
• Ability to escape effectively when issues stall or worsen
• Degree or equivalent hands-on experience
• Exposure to large enterprise environments (200+ applications)
• Familiarity with:
  • Application outages and degradation scenarios
  • Database issues (e.g., long-running queries, contention)
  • Network instability and infrastructure incidents