Incident Analyst

Role Overview

We are looking for an Incident Analyst with 2–3 years of experience in IT Service Desk operations and Incident Management. The candidate will be responsible for handling, triaging, coordinating, and tracking incidents to ensure timely restoration of services and adherence to defined SLAs.

The ideal candidate should have a good understanding of ITIL Incident Management practices, strong communication and coordination skills, and experience working with technical and application support teams.

Experience supporting Banking, Financial Services, FinTech, Wealth Management, or other financial applications will be considered an added advantage.

Key Responsibilities

• Act as the first point of contact for incidents reported by customers, users, monitoring tools, or internal teams
• Log, validate, categorize, prioritize, and assign incidents to appropriate support teams
• Perform initial troubleshooting and basic Level 1 investigation wherever applicable
• Ensure incidents are properly documented with accurate issue descriptions, business impact, troubleshooting details, and updates
• Monitor incident queues and ensure tickets are progressing within agreed SLA/OLA timelines
• Coordinate with Application, Infrastructure, Security, Product, DevOps, and other technical support teams for incident resolution
• Identify incidents requiring escalation and ensure timely functional and hierarchical escalation
• Support the Major Incident Management process by assisting with coordination, communication, bridge calls, stakeholder updates, and incident tracking
• Provide regular and clear incident status updates to relevant stakeholders
• Follow up with resolver groups and ensure timely restoration of affected services
• Validate resolution details before resolving or closing incident tickets
• Identify recurring incidents and highlight them for Problem Management / Root Cause Analysis
• Support preparation of incident reports, operational dashboards, SLA reports, and incident trend analysis
• Maintain and contribute to Knowledge Base articles, troubleshooting guides, and operational documentation
• Participate in shift handovers and ensure proper transfer of information for ongoing incidents
• Follow established ITSM processes, escalation procedures, and operational standards
• Participate in continuous improvement initiatives related to Service Desk and Incident Management processes

Required Skills & Experience

• 2–3 years of experience in IT Service Desk, Application Support, Technical Support, or Incident Management.
• Practical understanding of the Incident Management lifecycle.
• Basic understanding of ITIL / IT Service Management principles.
• Experience working with ITSM tools such as:
• Jira Service Management
• ServiceNow
• BMC Remedy
• Understanding of incident categorization, prioritization, impact, urgency, SLA, and escalation processes.
• Ability to perform basic troubleshooting for application, access, network, infrastructure, and user-related issues.
• Experience coordinating with multiple technical teams for incident resolution.
• Strong verbal and written communication skills.
• Ability to communicate technical incidents clearly to both technical and non-technical stakeholders.
• Good analytical, problem-solving, and documentation skills.
• Ability to work in a fast-paced support environment and manage multiple incidents simultaneously.
• Willingness to work in rotational shifts as required by business operations.

Preferred / Good-to-Have Skills

• Experience supporting Banking, Financial Services, FinTech, Wealth Management, Payments, or other financial applications.
• Exposure to Major Incident Management and participation in Major Incident bridge calls.
• Understanding of basic Infrastructure concepts such as:
• Servers
• Networks
• Databases
• Cloud environments
• APIs
• Application integrations
• Basic understanding of Information Security incidents and escalation requirements.
• Experience with monitoring and alerting tools.
• Exposure to Problem Management, Change Management, and Knowledge Management processes.
• ITIL Foundation certification would be an advantage.

Key Competencies

• Customer-focused approach
• Incident ownership and accountability
• Strong coordination skills
• Clear communication
• Attention to detail
• Analytical thinking
• Ability to work under pressure
• Good stakeholder management
• Team collaboration
• Proactive follow-up and escalation

Educational Qualification

• Bachelor's degree in computer science, Information Technology, Engineering, BCA, B.Sc., or equivalent qualification preferred.
• Candidates from other educational backgrounds with relevant IT Service Desk / Incident Management experience may also be considered.