Senior Analyst - Incident Management

Role & responsibilities

Incident Ownership & Lifecycle Management

• Manage and resolve critical P1/P2 incidents and high-priority/high-visibility incidents within SLAs.
• Act as the primary owner and escalation point, ensuring end-to-end lifecycle management (intake, investigation, escalation, resolution, and closure).
• Drive incident prioritization, impact assessment, and correct severity classification.
• Lead coordination and execution of production patches/workarounds required for critical incident resolution.

Incident Coordination & Bridge Management

• Assemble and lead an Incident Response Team (IRT) across engineering, infrastructure, cloud, and support teams.
• Initiate and manage bridge calls, ensuring structured coordination, ownership clarity, and timely follow-ups.
• Drive resolution momentum by actively engaging teams, removing blockers, and ensuring accountability.

Stakeholder & Customer Communication

• Provide timely, structured communication to customers and internal stakeholders covering impact, ETA, progress, and next steps.
• Ensure communication is clear, consistent, and aligned across all channels during major incidents.
• Manage communication for high-visibility issues impacting key customers or business-critical flows.

Status Page Communication (Customer Transparency)

• Own and ensure high-quality Status Page updates for all P1/P2 incidents.
• Provide clear impact descriptions, affected scope, and accurate status progression (Investigating, Identified, Mitigating, Resolved).
• Maintain consistent communication cadence without update gaps.
• Ensure alignment between Status Page, customer emails, and bridge communication.
• Publish clear resolution updates including service restoration confirmation and summary.

Incident Documentation & Governance

• Ensure accurate and complete incident documentation across Zendesk, Jira, and RCA repositories.
• Maintain audit-ready records with proper traceability and ownership.
• Ensure all incident data is updated in tracking systems and dashboards.

RCA Ownership & Problem Management Alignment

• Drive Root Cause Analysis creation, review, and timely delivery.
• Ensure RCA quality, completeness, and linkage to preventive and corrective actions.
• Track recurring issues and ensure transition into problem management.
• Follow up on corrective actions and backlog items.

Monitoring & Proactive Incident Prevention

• Ensure proactive monitoring of applications and systems to detect issues early.
• Validate alerts and escalate confirmed impact based on business criticality.
• Prevent potential escalations into P1/P2 incidents wherever possible.

Trend Analysis & Continuous Improvement

• Monitor and analyze incident trends and recurring patterns.
• Identify product stability gaps and operational inefficiencies.
• Drive process improvements and support automation initiatives.

Cross-Team Collaboration

• Collaborate with IT, Engineering, Cloud, DevOps, and Infrastructure teams to improve resolution efficiency and system reliability.
• Ensure correct ownership, escalation path, and accountability across teams.
• Coordinate effectively with external vendors and partner teams when required.

Automation & Tooling Improvement

• Support or drive improvements in monitoring, alerting, and ticketing systems.
• Enhance reporting, dashboards, and automation capabilities.
• Reduce manual effort and improve operational efficiency.

Operational Governance, Reporting & Stakeholder Management

• Lead Daily Operations Reviews (DOR) or similar forums with stakeholders, ensuring clear updates on ongoing incidents and operational health.
• Highlight critical risks, blockers, and high-impact issues, ensuring proper prioritization and leadership visibility.
• Provide structured management reporting, including incident summaries, RCA insights, trend analysis, and key metrics.
• Ensure data-driven decision making through accurate reporting and dashboard utilization.

Operational Excellence & Accountability

• Maintain continuous engagement during incidents to ensure timely resolution.
• Drive closure accountability and ensure no gaps in execution.
• Operate in a 24x7 rotational/on-call model to provide uninterrupted incident coverage.