Senior Incident Analyst

PCCW; Hong Kong; On-site; HKD 900,000 - 1,400,000; Full time

Job summary

PCCW is seeking a Senior Incident Analyst in Hong Kong to lead incident management, triage, escalation, and communications during high-impact events. The role drives trend analysis, DR coordination, and continuous improvements across internal teams and vendors.

The incumbent will own incident lifecycle processes, produce post-incident reports, and act as product owner for the Incident Management portal, ensuring service stability and resilience for the organization.

Qualifications

• Bachelor's degree in Information Technology, Business, or a related discipline.
• 8+ years of experience in incident management, IT operations, or production support.
• Strong working knowledge of incident lifecycle management and service operations.
• Hands-on experience with Jira Service Management and SMAX.
• Experience operating in complex, multi-vendor or enterprise environments.

Responsibilities

• Oversee incident management and operations to ensure timely restoration and minimal business impact.
• Monitor incident queue and ensure timely handling using Jira Service Management.
• Triage, validate, prioritize, and assign incidents to resolver groups.
• Coordinate resolution activities across support teams and vendors; escalate when needed.
• Provide regular status updates to stakeholders and manage communications during major incidents.
• Maintain incident records, metrics, and dashboards; perform trend/baseline analyses.

Skills

Incident management

Data analysis

Stakeholder communication

Problem solving

Education

Bachelor's degree in Information Technology or related

Tools

Jira Service Management

SMAX

Job description

The Senior Incident Analyst is responsible for overseeing and coordinating incident management activities to ensure timely service restoration and minimal business impact. This role leads incident triage, prioritization, escalation, and communication, particularly during high-impact and major incidents. The position also performs incident trend and baseline analysis, drives operational improvements, and serves as a key point of contact for internal teams, vendors, and senior stakeholders. The Senior Incident Analyst ensures consistent execution of incident handling processes and contributes to overall service stability and resilience.

Key Responsibilities

• Incident Management & Operations
• Monitor and manage the incident queue using Jira Service Management to ensure timely handling and resolution
• Perform incident triage, validation, prioritization, and assignment to appropriate resolver groups
• Coordinate resolution activities across support teams and vendors
• Escalate critical incidents to management in line with defined escalation procedures
• Act as a key coordinator for high-impact and major incidents
• Facilitate incident calls and coordinate recovery actions
• Provide clear, regular, and timely status updates to business users, management, and senior stakeholders
• Manage communication with internal teams, external vendors throughout the incident lifecycle
• Analysis, Reporting & Baseline Monitoring
• Maintain accurate incident records, metrics, and operational dashboards
• Perform incident trend, pattern, and baseline analysis to identify recurring issues and abnormal spikes
• Prepare post-incident reports, including impact summaries and improvement actions
• Provide analytical insights to support root cause investigation and long-term remediation activities
• Process Ownership & Continuous Improvement
• Continuously review and refine incident management procedures and operational guidelines
• Act as product owner for the Incident Management portal, driving enhancements and adoption
• Support audit, compliance, and continuous service improvement initiatives
• Participate in and contribute to new technology or tooling initiatives related to incident monitoring and management
• Disaster Recovery (DR) Coordination
• Coordinate Disaster Recovery (DR) planning, testing, and execution activities.
• Schedule and facilitate DR drills with business and technology teams.
• Track and report DR readiness, risks, issues, and remediation actions.
• Maintain DR documentation and ensure it remains current and compliant with organizational standards.
• Liaise with internal stakeholders to ensure successful recovery testing and business continuity preparedness.

Qualifications & Experience

• Bachelor’s degree in Information Technology, Business, or a related discipline
• 8+ years of experience in incident management, IT operations, or production support
• Strong working knowledge of incident lifecycle management and service operations
• Hands-on experience with Jira Service Management and SMAX
• Proven ability to analyze data, produce reports, and communicate insights effectively
• Experience operating in complex, multi-vendor or enterprise environments