Incident Management Analyst L1

Responsibilities

• Internalize and utilize documented procedures, styles, and standards for a consistent incident management experience
• Obtain and record all significant efforts during the investigation and mitigation of a service outage
• Craft clear, concise summaries of triage and mitigation efforts and the current service state
• Identify and document significant milestones during the investigation and mitigation of a service outage
• Identify and document key stakeholders involved in the investigation and mitigation of a service outage
• Coordinate with service engineers to identify additional support and quickly engage those resources when necessary
• Communicate with multiple stakeholders during service outage investigations via voice and chat
• Coordinate closely with peers and team leaders during complex or extended service outages
• Prepare postmortem documentation for the outage root cause analysis
• Respond to manual escalations and communications with the assistance of a senior team member or shift lead
• Monitor communication tools to track incoming incidents and assign them to the appropriate team member

Skills

• 1+ years of experience in IT support fields such as operations or service desk
• Experience in following procedures, gathering metrics, and monitoring automated and manual notifications
• Experience supporting enterprise-level applications, server hardware, databases, and networks
• Experience using alerting, incident management, and work tracking tools like ServiceNow or Jira
• Demonstrated ability to respond quickly and follow complex processes in a dynamic environment
• Proven capacity to balance multiple responsibilities without compromising work quality, even in high-pressure situations
• Highly motivated, detail-oriented individual contributor with outstanding organizational skills
• Strong interpersonal and verbal communication skills, capable of working effectively within a diverse team
• Superior written communication skills, including following basic English grammar rules, using templates, and adhering to documented styles and standards
• Excellent customer service skills, responding to questions and urgent requests in a helpful, empathetic, and professional manner
• Ability to work as part of a 24x7x365 team with shifts that include weekends and public holidays

Qualifications

• IT-related degree or certification
• Working knowledge of ITIL or a similar service management model
• Prior experience working in a large multinational team