Incident Management Analyst

Staff4Me; Cebu City; On-site; PHP 300,000 - 600,000; Full time

Job summary

Staff4Me is seeking an Incident Management Analyst in the Philippines to monitor, analyze, and coordinate incidents, ensuring timely resolution and consistent service delivery across supported operations. You will track progress from detection to closure and work with technical teams to identify root causes.

Key duties include monitoring SLA performance, conducting incident reviews, spotting trends, coordinating escalations across teams, and preparing briefing notes and status reports for

Qualifications

• Experience in incident management or similar operations is preferred.
• Strong analytical and problem-solving abilities.
• Excellent communication and coordination with multiple teams.

Responsibilities

• Monitor and track high-priority incidents and SLA performance.
• Conduct incident reviews and ensure follow-up on open or escalated cases.
• Identify recurring incidents and trends for proactive mitigation.
• Coordinate incident escalations and communications across teams.
• Prepare incident briefings, summaries, and status updates.

Skills

Incident management experience

Analytical and problem-solving skills

Communication and coordination

SLA tracking and escalation

Tools

Excel

Salesforce ticketing system

Job description

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.

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.