Incident Management Analyst

Top 3 Skills Required * Incident Management (ITSM/ITIL) Managing the complete incident lifecycle, handling major incidents, ensuring SLA compliance, and driving incident resolution.

• ServiceNow Reporting & Analytics Creating dashboards, reports, analyzing incident trends, MTTR, SLA metrics, and providing actionable insights.
• Reporting & Presentation Skills (PowerPoint/Office Suite) Developing executive-level presentations, visualizing data, and communicating service performance to leadership.

We are looking for an Incident Manager with 8+ years of ITSM/Incident Management experience to manage major incidents and ensure timely resolution with minimal business impact. The ideal candidate should have strong hands-on experience with ServiceNow, including creating reports, dashboards, and analyzing incident metrics such as MTTR, SLA compliance, and incident trends. The candidate will prepare executive-level reports and presentations using Microsoft Office (especially PowerPoint) to communicate service performance and improvement opportunities. They should have a good understanding of ITIL Incident and Problem Management processes, excellent communication skills, and the ability to work under pressure. Experience with AI-driven automation, Power BI/Tableau, and cloud platforms such as Azure or AWS is a plus.

About DMI DMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. With a focus on end-to-end managed IT services, including ma…