Incident and Problem Management Analyst
Core
Lead Major Incident Management and Problem Management practices for enterprise technology services, ensuring rapid service restoration and long-term incident reduction.
Role type
Senior Incident and Problem Management Analyst
Builds
Service stability and operational resilience for Shared Services, E-Commerce, and Infrastructure platforms
Domain
IT Service Management (ITSM) / Enterprise Technology Operations
Deliverable
dashboards & analysis
Required skills
Major Incident Management, Problem Management, Root Cause Analysis (RCA), ITIL framework, executive communication, stakeholder coordination, process improvement, ServiceNow, impact assessment
Preferred skills
ITIL Foundation Certification, digital commerce support, complex ecosystem experience, service dependency mapping
Technologies
ServiceNow, MDBP, IDP, digital commerce platforms, APIs
Responsibilities
Lead and coordinate Major Incident Management activities; Serve as Incident Commander during high-priority incidents; Drive Root Cause Analysis (RCA) efforts; Identify and manage problem records to prevent recurring incidents; Develop executive-facing communications during incidents; Coordinate corrective actions and track completion; Maintain operational documentation and standard operating procedures.
Seniority
Senior, hands-on IC
