Incident Management Analyst
CallTek · Cebu City
The Incident Management Analyst is responsible for monitoring, analyzing, and coordinating incidents to support timely resolution and consistent service delivery. The role focuses on SLA tracking, incident reviews, trend identification, escalation coordination, stakeholder communication, and operational reporting.
Key Responsibilities
- Monitor and track high-priority incidents, escalations, and SLA performance.
- Conduct incident reviews and ensure appropriate follow-up on open or escalated cases.
- Identify recurring incidents, trends, and potential problem areas that may require further investigation.
- Coordinate incident escalations and communications across relevant teams and stakeholders.
- Prepare incident briefings, summaries, and status updates for operational discussions.
- Prepare and maintain brand-specific incident reports to provide visibility into incidents and service performance.
- Provide overflow escalation support, including coordination and communication when additional incident coverage is required.
Requirements
Qualifications
- Experience in incident management, technical support, NOC, service desk, customer support, or operations is preferred but not required.
- Good understanding of incident escalation, severity levels, and SLA tracking.
- Strong analytical and problem-solving skills, with the ability to identify trends and recurring issues.
- Excellent communication, organization, and coordination skills when working with multiple teams and stakeholders.
- Proficient in reporting and tracking tools such as Excel and Salesforce ticketing system.