Senior Incident Management Analyst
Core
Leading end-to-end management of critical incidents, ensuring fast identification, effective coordination across technical teams, and clear communication with stakeholders to maintain business continuity.
Role type
Senior Incident Management Analyst (IC)
Builds
Incident response operations and resilience for global digital payment transactions
Domain
Fintech / Digital Payments / High-Availability Operations
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Incident command and coordination, severity assessment and prioritization, stakeholder management, SLA and KPI tracking, Root Cause Analysis (RCA), process improvement, technical escalation management, mentorship
Preferred skills
ITIL framework knowledge, payments/fintech domain experience, monitoring and observability tool proficiency, structured RCA leadership, global distributed operations experience
Technologies
ITIL, COBIT, ISO 20000, monitoring tools, observability platforms, alerting systems
Responsibilities
Act as Incident Commander during critical and high-impact incidents; Assess, classify, prioritize, and escalate incidents based on severity and business impact; Lead war rooms and drive decisions until service restoration; Ensure clear communication with technical teams, business stakeholders, and leadership; Manage technical and executive escalations; Track compliance with SLAs and incident metrics (MTTD, MTTA, MTTR); Validate incident closure and documentation; Lead post-mortems and RCAs; Proactively identify operational risks and recurring patterns; Contribute to the evolution of incident management playbooks and runbooks; Partner with Technology, Product, and Operations teams to improve incident readiness; Act as a technical and behavioral reference for junior analysts
Seniority
Senior, hands-on IC with mentorship responsibilities