Incident Management Analyst

CallTek, Inc.; Cebu City; On-site; PHP 420,000 - 640,000; Full time

Job summary

CallTek, Inc. is seeking an Incident Management Analyst to monitor, analyze, and coordinate incidents ensuring timely resolution and consistent service delivery.

The role focuses on SLA tracking, incident reviews, trend identification, escalation coordination, and operational reporting. The position involves monitoring high-priority incidents, conducting reviews, identifying trends, coordinating across teams, and delivering regular status updates to stakeholders.

Qualifications

• Experience in incident management or related support roles preferred.
• Strong analytical and problem-solving abilities.
• Excellent communication and coordination with multiple teams.
• Proficient in Excel and Salesforce ticketing system.

Responsibilities

• Monitor and track high-priority incidents, escalations, and SLA performance.
• Conduct incident reviews and ensure follow-up on open or escalated cases.
• Identify recurring incidents, trends, and potential problem areas for investigation.
• Coordinate incident escalations and communications across teams and stakeholders.
• Prepare incident briefings, summaries, and status updates for operations.
• Maintain brand-specific incident reports to provide visibility into performance.
• Provide overflow escalation support and coordination when needed.

Skills

Analytical skills

Problem solving

Communication skills

Coordination skills

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.

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.