Incident Analyst

HOTELKEY INDIA PRIVATE LIMITED; Nagpur District; On-site; INR 420,000 - 540,000; Full time

Job summary

HOTELKEY INDIA PRIVATE LIMITED is looking for an Incident Management professional to own the incident lifecycle from assignment to resolution. You will monitor SLAs, manage escalations, and communicate with clients, especially during outages.

This role operates on a 24x7 shift basis. You will track queues, flag aging tickets, and coordinate with leadership, while producing daily incident reports and ensuring smooth handovers at every shift end.

Qualifications

• 1–3 years in incident management, service desk or support operations.
• Working knowledge of SNOW or Salesforce tool and ITIL practices.

Responsibilities

• Assign tickets; ensure correct categorization and prioritization.
• Monitor queues, flag aging and reopen-eligible incidents.
• Track SLAs (Response, FCR, SDR, Resolution) and follow up actively.
• Follow the escalation matrix and elevate client-call items to leadership.
• Track hourly patterns and release trends to identify potential SEV1s.
• Coordinate MI and OCC communication during outages.
• Manage IHG user items, daily standup deliverables, and daily incident/call reports.
• Attend all client calls and hand over at every shift end.

Skills

Incident management

ITIL practices

Tools

ServiceNow (SNOW)

Salesforce

Job description

Department: Incident Management / Service Operations

Work Model: Shift-based (24x7)

Role Summary

Own the incident lifecycle from assignment to resolution. Monitor SLAs, manage escalations, communicate with clients, and spot SEV1 patterns early, especially during outages.

Key Responsibilities

• Assign tickets; ensure correct categorization and prioritization.
• Monitor queues, flag aging and reopen-eligible incidents.
• Track SLAs (Response, FCR, SDR, Resolution) and follow up actively.
• Follow the escalation matrix and elevate client‑call items to leadership.
• Track hourly patterns and release trends to identify potential SEV1s.
• Coordinate MI and OCC communication during outages.
• Manage IHG user items, daily standup deliverables, and daily incident/call reports.
• Attend all client calls and hand over at every shift end.

Requirements

• 1 - 3 years in incident management, service desk, or support operations.
• Working knowledge of SNOW or Sales Force tool and ITIL practices.