Incident Management Analyst L1

Covestic Inc; Ireland; Remote; EUR 38,000 - 65,000; Full time

Job summary

Covestic Inc is seeking an IT incident management professional in Ireland to internalize documented procedures and coordinate with engineers during outages. You will record all efforts, craft concise summaries, and identify stakeholders, ensuring clear postmortem documentation.

This role supports 24x7 operations and requires strong communication skills and ITIL familiarity. Ideal candidates have IT-related degree or certification and experience with ServiceNow/Jira in a multinational team

Qualifications

• IT-related degree or certification as a baseline.
• Working knowledge of ITIL or a similar service management model.
• Experience in a multinational team environment.
• Experience in incident management and service desk operations.

Responsibilities

• Internalize and utilize documented procedures, styles, and standards for a consistent incident management experience
• Obtain and record all significant efforts during the investigation and mitigation of a service outage
• Craft clear, concise summaries of triage and mitigation efforts and the current service state
• Identify and document significant milestones during the investigation and mitigation of a service outage
• Identify and document key stakeholders involved in the investigation and mitigation of a service outage
• Coordinate with service engineers to identify additional support and quickly engage those resources when necessary
• Communicate with multiple stakeholders during service outage investigations via voice and chat
• Coordinate closely with peers and team leaders during complex or extended service outages
• Prepare postmortem documentation for the outage root cause analysis
• Respond to manual escalations and communications with the assistance of a senior team member or shift lead
• Monitor communication tools to track incoming incidents and assign them to the appropriate team member

Skills

IT support experience

Procedures & metrics

Enterprise apps / servers / networks

ServiceNow / Jira

Fast response / adaptability

Multitasking

Attention to detail

Communication

Written communication

Customer service

Shift flexibility

Education

IT degree or certification

ITIL knowledge

Multinational team experience

Tools

ServiceNow

Jira

Job description

Responsibilities

• Internalize and utilize documented procedures, styles, and standards for a consistent incident management experience
• Obtain and record all significant efforts during the investigation and mitigation of a service outage
• Craft clear, concise summaries of triage and mitigation efforts and the current service state
• Identify and document significant milestones during the investigation and mitigation of a service outage
• Identify and document key stakeholders involved in the investigation and mitigation of a service outage
• Coordinate with service engineers to identify additional support and quickly engage those resources when necessary
• Communicate with multiple stakeholders during service outage investigations via voice and chat
• Coordinate closely with peers and team leaders during complex or extended service outages
• Prepare postmortem documentation for the outage root cause analysis
• Respond to manual escalations and communications with the assistance of a senior team member or shift lead
• Monitor communication tools to track incoming incidents and assign them to the appropriate team member

Skills

• 1+ years of experience in IT support fields such as operations or service desk
• Experience in following procedures, gathering metrics, and monitoring automated and manual notifications
• Experience supporting enterprise-level applications, server hardware, databases, and networks
• Experience using alerting, incident management, and work tracking tools like ServiceNow or Jira
• Demonstrated ability to respond quickly and follow complex processes in a dynamic environment
• Proven capacity to balance multiple responsibilities without compromising work quality, even in high-pressure situations
• Highly motivated, detail-oriented individual contributor with outstanding organizational skills
• Strong interpersonal and verbal communication skills, capable of working effectively within a diverse team
• Superior written communication skills, including following basic English grammar rules, using templates, and adhering to documented styles and standards
• Excellent customer service skills, responding to questions and urgent requests in a helpful, empathetic, and professional manner
• Ability to work as part of a 24x7x365 team with shifts that include weekends and public holidays

Qualifications

• IT-related degree or certification
• Working knowledge of ITIL or a similar service management model
• Prior experience working in a large multinational team