Incident Response Intelligence Analyst

The Incident Manager is responsible for leading the end-to-end management of IT incidents to restore normal service operations as quickly as possible while minimizing business impact. This role ensures effective coordination across technical teams, clear communication with stakeholders, and continuous improvement of incident processes., * Own the lifecycle of major incidents from detection to resolution

• Lead incident bridges, coordinate cross-functional teams, and drive timely recovery
• Ensure clear, concise communication to business and IT stakeholders during incidents
• Prioritize incidents based on business impact and urgency
• Conduct root cause analysis (RCA) and oversee post-incident reviews
• Identify trends and implement preventive measures to reduce recurring incidents
• Maintain and improve incident management processes aligned with ITIL best practices
• Ensure accurate documentation in ticketing systems (e.g., ServiceNow)

Do you have experience in IT service management?, * 5+ years in IT operations, support, or incident management

• Strong understanding of ITIL framework (ITIL certification preferred)
• Experience managing high-severity (P1/P2) incidents in enterprise environments
• Excellent communication, leadership, and stakeholder management skills
• Familiarity with monitoring tools, cloud platforms, and enterprise applications

Key Skills:

• Crisis management and decision-making
• Cross-team coordination
• Problem-solving and analytical thinking
• Process improvement and automation mindset

Preferred:

• Experience in large-scale, 24/7 production environments
• Knowledge of cloud (AWS/Azure), DevOps, or SRE practices