Incident Management Analyst - IT Monitoring Center

Department: IT Operations / Monitoring Center

About the Role

We are seeking a proactive and analytical Incident Management Analyst to join our dynamic IT Monitoring Center. In this critical role, you will be the frontline defender of our IT services, ensuring that incidents are managed efficiently from detection to resolution. You will play a key part in minimizing service disruption, driving continuous improvement through data analysis, and maintaining the high availability of our technology infrastructure.

Key Responsibilities

1. Incident Coordination & Resolution:

Act as the central point of contact for all reported IT incidents, ensuring they are promptly identified, logged, categorized, prioritized, and escalated according to severity and impact.
Coordinate with vendors and internal technical teams (Network, Systems, Applications) to drive incident resolution, facilitating clear communication and setting realistic expectations.
Ensure proper documentation of all incidents, including root cause, workarounds, and resolution steps within the ITSM tool (e.g., ServiceNow, Jira).
Manage stakeholder communication, sending timely updates to affected users and business leaders until service restoration.

2. Analysis & Continuous Improvement:

Analyze incident trends to identify recurring issues, common root causes, and potential problem management opportunities.
Generate and distribute detailed performance reports, including but not limited to:
Incident volume, MTTR (Mean Time to Resolve), MTBF (Mean Time Between Failures)
SLA (Service Level Agreement) and OLA (Operational Level Agreement) compliance reports.
Capacity and performance insights based on incident patterns.
Provide data-driven insights and recommendations to technical teams and management to improve service stability, prevent future incidents, and optimize processes.

3. Process Adherence & Best Practices:

Utilize strong ITIL-based incident management skills to ensure all activities align with industry best practices and our internal IT Service Management framework.
Participate in the review and update of incident management procedures, runbooks, and knowledge base articles.
Contribute to post-incident reviews and help implement corrective actions.

Qualifications & Skills

Required:

Proven experience (2+ years) in an IT Operations, NOC, or Incident Management role.
Solid understanding of ITIL v3/v4 foundations, specifically Incident Management processes.
Strong analytical and problem-solving skills with experience in data analysis and reporting (using Excel, Power BI, Tableau, or ITSM reporting tools).
Excellent written and verbal communication skills, with the ability to explain technical issues clearly to both technical and non-technical audiences.
Experience working with ITSM platforms (e.g., ServiceNow, BMC Remedy, Zendesk).
Ability to work in a shift-based, 24x7 environment if required.

Preferred:

ITIL v4 Foundation Certification.
Experience with monitoring tools (e.g., Dynatrace, Nagios, SolarWinds, Splunk).
Basic understanding of cloud platforms (AWS, Azure, GCP) and networking concepts.
A degree in Computer Science, Information Technology, or a related field.

What We Offer

A pivotal role in ensuring the reliability of our critical IT services.
Opportunities for professional growth and certification.
A collaborative and supportive team environment.
Competitive salary and benefits package.

Incident Management Analyst - IT Monitoring Center jobs

Incident Management Analyst - IT Monitoring Center