Lead IT Incident Management Analyst

Job Summary

Leading the Incident Management practice in a full-time remote capacity, the Lead IT Incident Management Analyst will optimize IT service delivery by managing incident response, coordinating major incidents, and driving continuous improvement through effective communication and documentation.

Key responsibilities

• Lead and coordinate Incident Management and Major Incident response activities, ensuring effective triage, escalation, and service restoration
• Facilitate post-incident reviews and track lessons learned to improve incident response and service reliability
• Analyze incident trends and SLA performance to identify operational improvement opportunities and enhance service stability

Required qualifications

• Bachelor's degree in Information Technology or a related field, or equivalent experience
• Minimum 5 years of experience in IT Service Management, Incident Management, or a related technology environment
• Demonstrated experience in coordinating Major Incident Management processes in a multi-team environment
• Strong working proficiency with ServiceNow or similar ITSM platforms
• Practical understanding of ITIL-aligned Incident, Problem, Change, and SLA Management processes