Lead IT Incident Management Analyst
Remote · United States or Houston, Texas, United States
United States or Houston, Texas, United StatesRemoteFull TimeSenior LevelBachelors DegreeUnknown
Type
Full Time
Level
Senior Level
Education
Bachelors Degree
Company size
Unknown
Job Summary
Lead IT Incident Management Analyst oversees and optimizes Incident and Major Incident coordination within IT Operations. Drives triage, escalation, service restoration tracking, post-incident documentation, SLA governance, and cross-team collaboration with service owners, leadership, and external partners. Serves as a ServiceNow ITSM process partner, translating technical activity into business-impact updates and executive-facing communications, while guiding continuous improvement in incident response, monitoring, and service reliability. May participate in after-hours urgent incident responses and works to ensure timely escalation, ownership clarity, and remediation actions across a hybrid, enterprise IT environment.
Required Qualifications
- Bachelor’s degree in Information Technology, or a related field
- Minimum 5 years of experience in IT Service Management, IT Operations, Incident Management, Service Delivery, or a related corporate technology environment
- Demonstrated experience coordinating Incident Management or Major Incident Management processes in a multi-team, hybrid, or enterprise environment
- Experience supporting urgent, high-impact, or business-critical incidents, including after-hours escalation or coordination when required by business impact
- Experience using or supporting an ITSM platform; ServiceNow experience strongly preferred
- Experience with SLA reporting, breach analysis, aging incident review, service performance tracking, or operational dashboard review
- Experience preparing incident communications, business-impact updates, postmortem summaries, executive summaries, or operational status reports
- Experience collaborating with technical teams, business stakeholders, service owners, vendors, and leadership stakeholders
- Practical understanding of Incident, Problem, Change, Knowledge, and SLA Management processes
- Ability to support high-touch incidents or service-impacting events involving clients, business stakeholders, or executive visibility
- ITIL Foundation certification or equivalent knowledge of ITIL principles (preferred)
- Experience supporting Major Incident Management, post-incident reviews, Problem Management, root cause follow-up, or corrective action tracking (preferred)
- Experience supporting SLA/OLA governance, reporting, breach review, or process improvement (preferred)
- Experience supporting operational communications for leadership, business stakeholders, or client-facing teams (preferred)
- Experience improving incident workflows, escalation paths, documentation standards, or service reporting (preferred)
- Experience supporting incident response, service restoration, or operational troubleshooting in AWS-hosted or hybrid cloud environments (preferred)
- Experience working in a complex, client-facing, or high-availability technology environment (preferred)
Desired Qualifications
- Bachelor’s degree in Information Technology, or a related field
- Minimum 5 years of experience in IT Service Management, IT Operations, Incident Management, Service Delivery, or a related corporate technology environment
- Demonstrated experience coordinating Incident Management or Major Incident Management processes in a multi-team, hybrid, or enterprise environment
- Experience supporting urgent, high-impact, or business-critical incidents, including after-hours escalation or coordination when required by business impact
- Experience using or supporting an ITSM platform; ServiceNow experience strongly preferred
- Experience with SLA reporting, breach analysis, aging incident review, service performance tracking, or operational dashboard review
- Experience preparing incident communications, business-impact updates, postmortem summaries, executive summaries, or operational status reports
- Experience collaborating with technical teams, business stakeholders, service owners, vendors, and leadership stakeholders
- Practical understanding of Incident, Problem, Change, Request, Knowledge, and SLA Management processes
- Ability to support high-touch incidents or service-impacting events involving clients, business stakeholders, or executive visibility
- ITIL Foundation certification or equivalent knowledge of ITIL principles (preferred)
- Experience supporting Major Incident Management, post-incident reviews, Problem Management, root cause follow-up, or corrective action tracking (preferred)
- Experience supporting SLA/OLA governance, reporting, breach review, or process improvement (preferred)
- Experience supporting operational communications for leadership, business stakeholders, or client-facing teams (preferred)
- Experience improving incident workflows, escalation paths, documentation standards, or service reporting (preferred)
- Experience supporting incident response, service restoration, or operational troubleshooting in AWS-hosted or hybrid cloud environments (preferred)
- Experience working in a complex, client-facing, or high-availability technology environment (preferred)
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