Incident Management Analyst L2

Job Overview:

We are searching for an Incident Management Analyst L2 to serve our growing business. The team is responsible for managing and documenting all steps of the incident management lifecycle for multiple, interconnected, revenue-generating services. The role provides support while service engineer teams investigate fault conditions, communicate status updates, identify significant milestones, and mitigate customer impact. Ideal candidates are familiar with both ITSM and DevOps concepts.

How You Will Make an Impact:

Internalize and then use documented procedures, styles, and standards to ensure a consistent incident management experience for all stakeholders.

Obtain and record all significant, relevant efforts during the investigation and mitigation of a service outage.

Craft clear, concise summaries of triage and mitigation efforts and of the current service state

Identify and document significant milestones during the investigation and mitigation of a service outage.

Identify and document key stakeholders involved with the investigation and mitigation of a service outage.

When necessary, coordinate with service engineers to identify additional SME-level and management-level support and then quickly engage those resources.

Communicate with multiple stakeholders (including peers, team leadership, service engineers, management, and executives) during the service outage investigation via voice and chat, often concurrently.

Coordinate closely with multiple peers and team leaders during complex and/or extended service outages to ensure a seamless experience for all stakeholders.

Prepare postmortem documentation to assist the service engineer responsible for the outage root cause analysis.

Respond to manual escalations and other communications with the assistance of a senior team member or shift lead.

Monitor communication tools (primarily email) to track all incoming incidents and then assign the incidents to the appropriate team member based on workload and experience.

What You Will Need to Succeed:

3+ years of experience working in an IT support field such as operations or service desk, following procedures, gathering metrics, and monitoring for both automated and manual notifications.

3+ years of experience supporting enterprise-level applications, server hardware, databases, and networks.

3+ years of experience using alerting, incident management, and/or work tracking tools such as ServiceNow or Atlassian

Demonstrated ability to respond quickly through a proactive and engaged approach and to follow multiple, often complex, processes with little to no forewarning in a dynamic environment.

Proven capacity to effectively balance multiple responsibilities without compromising work quality or missing mission-critical Service Level Agreements even during high-pressure situations.

Highly motivated, detail oriented individual contributor with outstanding organizational skills and the ability to accept and learn from constructive feedback and peer mentoring.

Strong interpersonal and verbal communicator capable of working closely and effectively within a diverse team.

Superior written communication skills, preferably with experience following basic English grammar rules, using templates, and following documented styles and standards.

Excellent customer service skills with the demonstrated ability to respond to questions and urgent requests in a helpful, empathetic, and professional way while maintaining a high level of awareness.

Ability to work as part of a 24x7x365 team with shifts that include weekends and public holidays.

Preferred Qualifications:

Bachelors or Masters Degree is preferred

Working knowledge of ITIL or similar service management model

Prior experience working in a large multinational team.