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# Major Incident Management Analyst

- **Company:** Conduent, Inc.
- **Location:** Sandy, UT, United States
- **Experience:** Experienced
- **Salary:** $54,863.0 - $70,000.0
- **Contract:** Permanent contract
- **Skills:** Information Technology Operations, Enterprise Software Applications, Information Technology, Data Analytics
- **Published:** July 11, 2026
- **Apply:** https://dejobs.org/x/x/E1AE42A1621D4DAC86220BFBE01BCF25/job/

## About the Role

* Bachelor's degree in information technology, Computer Science, or a related field (or equivalent experience)
 * 2+ years of experience in IT operations, service management or technical support
 * Strong understanding of incident management and ITIL practices., * Strong understanding of incident, problem, and change management processes
 * Good understanding of enterprise technologies in a multi-tiered environment
 * Ability to manage multiple priorities and make quick, data-driven decisions under pressure.
 * Effective communicator at all organizational levels
 * Excellent communication, coordination, and problem-solving skills. Strong analytical skills and attention to detail.
 * Familiarity with major incident escalation protocols and technical troubleshooting

## Description

Major Incident Management (MIM) is a critical role in IT Service Management (ITSM), especially in organizations that rely heavily on technology. The primary goal of MIM is to quickly restore normal service operations when a major incident occurs and to minimize the impact on business operations. The Major Incident Manager is responsible for managing high-impact IT incidents from initiation through resolution. They coordinate response efforts across teams, ensure effective communication with stakeholders and drive the incident to closure., 1. Incident Coordination

 * Lead the response to major incidents, ensuring timely resolution
 * Facilitate bridge through engagement of technical teams, vendors, and third parties as needed
 * Drive incident to facilitate issue resolution by leading technical troubleshooting using historical evidence and documentation
 * Lead and engage resources to effectively identify troubleshooting and remediation paths to minimize downtime
 * Escalating according to standard procedures and according to degradation and reported impact relative to current progress to remediate outage

 2. Communication
 * Provide clear, accurate and timely updates to stakeholders, including executives during the incident's lifecycle
 * Communicating limitations and roadblocks to internal stakeholders to facilitate effective decision making
 * Gain understanding between involved parties to ascertain impact and relay information to engage appropriate resources to effectively troubleshoot

 3. Documentation
 * Providing accurate and detailed documentation for incident records, including timelines, technical updates, impact analysis, and resolution steps.
 * Produce post-incident reports that facilitate Root Cause Analysis (RCA).
 * Ensure accurate, reliable and actionable documentation is created on every interaction

 4. Process Improvement
 * Identify trends and recurring issues and report to leadership
 * Propose and implement improvements to the Major Incident process

 5. Compliance & Governance
 * Ensure adherence to SLAs and internal governance policies.


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