Incident Analyst
Core
Managing and owning Major Incidents, communicating with stakeholders, and ensuring adherence to the Major Incident process.
Role type
Incident Analyst (Major Incident Management)
Builds
Incident reports, dashboards, and process documentation
Domain
IT Service Management / Incident Management
Deliverable
client delivery
Required skills
Incident Management, ITIL functions, incident logging tools, stakeholder communication, process management, decision making under pressure
Preferred skills
ITIL Foundation Accreditation, ITIL Practitioner - Incident Management, first/second line support experience, MS Excel / Gsheets
Responsibilities
Manage and own Major Incidents, communicate incident information to stakeholders, organize conference calls and technical bridges, complete Major Incident Dashboard trackers, run Post Incident Review calls, distribute Major Incident Reports, maintain account Incident process documents, attend Problem/CAB calls, act as first point of contact for account questions, provide weekly account updates
Seniority
Mid-level (3-6 years experience)
