Incident Management Analyst

CallTek; Cebu City; On-site; PHP 420,000 - 660,000; Full time

Job summary

CallTek is seeking an Incident Management Analyst to monitor, analyze, and coordinate incidents for timely resolution and consistent service delivery. The role emphasizes SLA tracking, incident reviews, trend identification, escalation coordination, stakeholder communication, and operational reporting.

The analyst will monitor high-priority incidents, conduct reviews, identify recurring issues, and prepare incident briefings and status updates for operational discussions, while providing

Qualifications

• Experience in incident management, technical support, NOC, or operations preferred but not required
• Strong ability to track SLAs and identify trend patterns in incidents
• Proven analytical and communication skills for cross-team coordination

Responsibilities

• Monitor high-priority incidents, escalations, and SLA performance
• Conduct incident reviews and follow-up on open or escalated cases
• Identify recurring incidents, trends, and problem areas needing investigation
• Coordinate incident escalations and communications across teams
• Prepare incident briefings, summaries, and status updates for operations
• Prepare and maintain brand-specific incident reports for visibility into incidents
• Provide overflow escalation support when additional coverage is required

Skills

Incident management

SLA tracking

Analytical thinking

Communication

Stakeholder coordination

Reporting tools

Tools

Excel

Salesforce

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.

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.