Incident Management Analyst
Core
Governs and improves the enterprise-wide Technology Incident Management practice, ensuring consistent handling of major incidents, operational incidents, and service disruptions through governance oversight, reporting, and continuous improvement.
Role type
Senior IC Incident Management Analyst (Governance & Strategy)
Builds
Enterprise Incident Management frameworks, governance metrics, and operational resilience capabilities
Domain
Technology / IT Service Management / Operational Risk
Deliverable
dashboards & analysis
Required skills
Incident Management lifecycle, Incident Governance, ServiceNow, Trend Analysis, Root Cause Analysis, Stakeholder Communication, Change Management, Risk Management, KPI Development
Preferred skills
ITIL certifications, Strategic Planning, Executive Reporting
Technologies
ServiceNow
Responsibilities
Maintain the Technology Incident Management and Incident Governance framework; Perform analysis of incident data to identify emerging risks and process gaps; Produce executive-level reporting and insights for senior leadership; Partner with Major Incident Managers and Risk/Audit stakeholders to ensure effective governance practices; Develop governance solutions and change management plans to drive continuous improvement.
Seniority
Senior, hands-on IC with strategic oversight
