Incident Manager / Analyst

About the role

As a member of the Infrastructure Services Center, the Incident Analyst II will represent the Service Management Team for Control Room operations, ensuring disciplined ITIL execution, service performance governance, timely stakeholder communication and continuous improvement. The role is positioned as a level JG 04 - Professional in the organization, using expertise for Senior incident management role responsible for managing high-priority incidents, supporting major incident coordination, mentoring Incident Analyst I, and ensuring timely communication, escalation and service restoration within agreed service levels.

Key responsibilities

• Manage P1/P2 and high-priority incidents end to end following documented procedures
• Coordinate technical bridge calls, stakeholder updates, escalations and restoration activities
• Ensure timely communication to Global IT stakeholders and affected business groups
• Provide onboarding, coaching and knowledge transfer to Incident Analyst I
• Prepare incident summaries, SLA reports, ticket count analysis and operational presentations
• Validate incident categorization, impact, urgency, priority, timeline, resolver assignment and closure quality
• Identify recurring incidents, process gaps and improvement opportunities
• Collaborate with technical teams, Service Management, Central Monitoring and application teams during incident response
• Own and coordinate the end-to-end Problem Management lifecycle
• Lead Root Cause Analysis (RCA) activities for recurring and major incidents

About you

• Bachelor degree in IT or equivalent technical operations experience
• 3-4 years in Incident Management, IT Service Management, NOC, service desk, infrastructure support, application support or related IT operations environment; experience handling P1/P2 or high-priority incidents preferred
• ITIL Foundation preferred
• Strong working knowledge of incident management, major incident management, escalation management and ITSM ticket lifecycle
• Good technical understanding of infrastructure, applications, monitoring, network and server concepts
• Experience with ITSM tools, reporting, stakeholder communication and shift operations
• Senior incident management and major incident coordination for P1/P2 and high-priority incidents
• Bridge call coordination, stakeholder updates, escalation control and service restoration tracking
• Self-motivated and eager to learn in the IT profession
• Customer service oriented with strong verbal and written English communication skills