Incident Analyst

Overview

The Incident & Problem Analyst is a technical subject‑matter generalist and a procedural expert responsible for managing incidents and problems across internal and customer‑facing IT services, with a focus on the Capital Markets environment. This role ensures rapid detection, triage, and remediation of incidents, while driving resiliency and long‑term stability through structured Problem Management practices.

• Provide critical leadership in the remediation of incidents impacting the Capital Markets space.
• Actively participate as a key stakeholder during Major Incident events.
• Deliver timely, clear, and insightful incident updates to broad audiences of business and technical partners.
• Manage assigned incidents and problems within Service Now, following ITIL‑aligned processes.
• Lead incident post‑mortems, root cause analysis, and periodic problem review sessions.
• Use data analytics to identify trends, themes, and opportunities to improve organizational resiliency.
• Develop and enhance availability and stability metrics and dashboards using Service Now and Power BI.
• Participate in Change Advisory Boards (CABs) to assess risk, challenge upcoming changes, and promote change‑readiness.
• Maintain and improve team documentation, including knowledge base articles in SharePoint and Confluence.
• Apply industry best practices across the service lifecycle—from design and deployment through continuous improvement.
• Provide occasional on‑call support as part of a rotation.

• Undergraduate degree in Computer Science, Information Technology, or a related technical field—or equivalent practical experience.
• 2–4 years of experience in Incident and/or Problem Management.
• ITIL Certification (foundation or higher).
• Hands‑on experience with applications, operating systems, and/or networking (TCP/IP, routing, topologies, infrastructure components).
• Experience analyzing and troubleshooting large‑scale or distributed systems.
• Strong written and verbal communication skills, with the ability to present sensitive or complex information to executives and technical stakeholders.
• Demonstrated ownership, accountability, and a systematic ITIL‑aligned problem‑solving approach.
• Advanced investigative and diagnostic skills with the ability to learn technical concepts quickly.