> Markdown version of [/jobs/ext/2120235-incident-management-analyst-l1](https://www.wearedevelopers.com/jobs/ext/2120235-incident-management-analyst-l1). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md).

---

# Incident Management Analyst L1

- **Company:** Milestone Technologies, Inc.
- **Location:** United States (Remote available)
- **Contract:** Permanent contract
- **Skills:** JIRA, Databases, IBM ViaVoice, Enterprise Software Applications, Hardware Infrastructure, Servicenow
- **Published:** August 19, 2026
- **Apply:** https://www.dice.com/job-detail/d3e3fb2b-1830-464d-977c-be87b4fa8064

## About the Role

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: Shift is Midnight to 10 am (Sunday, Monday, Tuesday, Wednesday), IT-related degree or certification
Working knowledge of ITIL or a similar service management model
Prior experience working in a large multinational team

## Description

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


## Related Videos

- [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management)
- [Kubernetes and Microservices with Multi-Model Databases](https://www.wearedevelopers.com/videos/382-kubernetes-and-microservices-with-multi-model-databases)
- [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray)
- [Integrate your Cognitive Assistant with 3rd-party DBs and software](https://www.wearedevelopers.com/videos/249-integrate-your-cognitive-assistant-with-3rd-party-dbs-and-software)
- [Mastering AI-Driven Problem Solving in Engineering with Observability](https://www.wearedevelopers.com/videos/994-mastering-ai-driven-problem-solving-in-engineering-with-observability)
- [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases)

## Related Articles

- [How to Have an Effective 1-on-1 Meeting](https://www.wearedevelopers.com/magazine/451-how-to-have-an-effective-1-on-1-meeting)
- [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again)
- [From developer to manager – what does it take to become an engineering manager?](https://www.wearedevelopers.com/magazine/42-from-developer-to-manager-what-does-it-take-to-become-an-engineering-manager)
- [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs)
- [Dev Digest 121 - AI goes offline](https://www.wearedevelopers.com/magazine/456-dev-digest-121-ai-goes-offline)
- [Tips on mastering remote job interviews](https://www.wearedevelopers.com/magazine/23-tips-on-mastering-remote-job-interviews)