Incident Management Analyst

• Coordinate incidents from identification through resolution and closure, ensuring appropriate stakeholders are engaged and actions are clearly assigned and tracked.

• Coordinate incidents from identification through resolution and closure, ensuring appropriate stakeholders are engaged and actions are clearly assigned and tracked.
• Facilitate incident calls as appropriate, maintaining focus on impact assessment, restoration of service, client considerations, and timely escalation.
• Ensure incidents are appropriately classified, documented, communicated, and managed in accordance with established Incident Management procedures.
• Maintain accurate and timely incident records, including event timelines, impacts, key decisions, actions, and resolution details.
• Partner across Service, Operations, Technology, Product, Risk, and other functions to drive effective incident resolution and ensure client and operational impacts are appropriately identified.
• Support the development of timely and accurate internal, executive, and client-facing incident communications as required.

• Prepare and complete incident post-mortems within the established two-week target , working with business and technology stakeholders to ensure contributing factors, impacts, and lessons learned are appropriately documented.

• Prepare and complete incident post-mortems within the established two-week target , working with business and technology stakeholders to ensure contributing factors, impacts, and lessons learned are appropriately documented.
• Ensure corrective and preventative actions are clearly documented, assigned, and tracked through completion.
• Proactively follow up on outstanding information and actions required to complete incident documentation and post-mortems.
• Identify recurring incident themes and opportunities to strengthen processes, controls, monitoring, and procedures.
• Support implementation of improvements identified through incidents and post-mortem reviews.

• Maintain Incident Management records, procedures, templates, and supporting documentation.

• Maintain Incident Management records, procedures, templates, and supporting documentation.
• Support preparation and validation of Incident Management metrics and reporting.
• Escalate risks, delays, recurring issues, or other matters requiring additional attention to the Team Lead or Service leadership.
• Participate in audit, risk, regulatory, and governance activities involving Incident Management as needed.
• Share knowledge and lessons learned with other team members and contribute to consistent application of Incident Management practices.
• Support other Incident Management priorities and continuous improvement initiatives as assigned.

• Experience in incident management, production support, operations, service management, or a related discipline within a complex operational environment.

• Experience in incident management, production support, operations, service management, or a related discipline within a complex operational environment.
• Strong ability to manage multiple priorities and independently drive assigned work to completion in a time-sensitive environment.
• Strong analytical and problem-solving skills, with the ability to organize complex information and identify key issues, impacts, and required actions.
• Strong written and verbal communication skills, including the ability to work effectively with technical and non-technical stakeholders.
• Strong documentation skills and attention to detail.
• Ability to coordinate and influence cross-functional stakeholders without direct authority.
• Ability to exercise sound judgment and appropriately escalate issues.

• Experience within financial services, payments, financial market infrastructure, or another highly regulated and operationally critical environment.

• Experience within financial services, payments, financial market infrastructure, or another highly regulated and operationally critical environment.
• Knowledge of formal Incident Management frameworks and practices.
• Experience preparing post-mortems, root-cause documentation, incident summaries, or similar materials.
• Experience with ServiceNow or comparable IT service management platforms.

• Ownership and accountability – takes responsibility for assigned incidents and deliverables through completion.

• Ownership and accountability – takes responsibility for assigned incidents and deliverables through completion.
• Execution discipline – maintains focus on deadlines, follow-up, documentation, and closure.
• Sound judgment under pressure – remains organized and effective during time-sensitive incidents.
• Collaboration and influence – works effectively across teams and drives necessary actions without direct authority.
• Analytical thinking – identifies key issues, patterns, and opportunities for improvement.
• Clear communication – communicates complex operational and technical information clearly and concisely.
• Attention to detail – produces accurate, complete, and timely incident documentation.
• Continuous improvement – applies lessons learned to strengthen Incident Management processes and practices.