IT Service Management Analyst – Incident & RCA Lead

Atlas Technica LLC; Manila; Remote; PHP 5,636,000 - 7,514,000; Full time

Job summary

Atlas Technica is hiring a Service Management Analyst to improve incident and problem management across client environments. You will lead root cause analyses, support major incident events, and monitor service health with a focus on preventing recurring issues and improving SLA performance.

The role requires strong analytical skills, ITIL proficiency, and the ability to communicate clearly with technical and non-technical stakeholders while working remotely from Kyiv under Eastern Time hours.

Qualifications

• 2–5 years of experience in service delivery, IT operations, service management, or a related operational role.
• Working knowledge of ITIL practices, including Incident Management, Problem Management, Change Management, and continual service improvement.
• Experience supporting Major Incident Management workflows and Root Cause Analysis documentation.
• Strong analytical and reporting skills with the ability to interpret service metrics, SLAs, KPIs, trends, and performance data.
• Ability to influence technical teams, drive accountability, and achieve outcomes without direct reporting authority.
• Ability to communicate technical issues, service risks, and recommendations clearly to technical and non-technical stakeholders.
• Strong organizational skills with the ability to manage multiple priorities, deadlines, follow-up activities, and cross-functional dependencies.
• Strong written and verbal communication skills, including experience supporting client-facing communications, service reviews, or business-review materials.
• Experience working with ITSM, ticketing, reporting, dashboard, or data-visualization platforms.
• Strong attention to detail with the ability to produce accurate, complete, and professional incident, RCA, compliance, and service documentation.
• Bachelor’s degree or equivalent relevant professional experience.
• Ability to work remotely from Kyiv, Ukraine while maintaining consistent availability during the required 9:00 AM – 6:00 PM Eastern Time schedule.

Responsibilities

• Drive incident follow-up and accountability for assigned clients, including escalations, aging tickets, SLA risks, outstanding actions, and backlog-reduction initiatives.
• Identify recurring incidents, trends, and systemic issues that require Problem Management and coordinate the appropriate follow-through.
• Facilitate Root Cause Analyses, ensuring technical contributors provide complete findings and documentation meets internal and client-ready quality standards.
• Support Major Incident Management activities in partnership with the Incident Response Manager, including coordinating resources, opening incident bridges, maintaining timelines, tracking actions, managing updates, and escalating communication risks.
• Monitor client service health, SLAs, KPIs, CSAT, backlog trends, incidents, problems, and other operational indicators to identify emerging risks and improvement opportunities.
• Prepare and lead client Quarterly Business Reviews, presenting service performance, trends, risks, incidents, problems, and improvement initiatives to internal and external stakeholders.
• Own and drive Service Improvement Plans and other corrective-action initiatives designed to improve service quality, reduce recurring issues, and strengthen client satisfaction.
• Deliver accurate, timely service reporting and dashboards while translating performance data into actionable insights for leadership and service teams.
• Support policy-compliance reviews, audit preparation, process-adherence checks, evidence requests, and corrective actions across Service functions.
• Track adherence to ITIL-aligned processes and document gaps, exceptions, risks, and recommended improvements.
• Partner with Service teams to create and improve playbooks, Standard Operating Procedures, knowledge-base content, training materials, and operational best practices.
• Coordinate across NOC, Resource Coordination, Support, Onboarding, Service Operations, Talent Development, and other teams to improve handoffs, reduce process friction, and strengthen accountability.
• Communicate service status, risks, dependencies, actions, and recommendations clearly and professionally to technical teams, business stakeholders, leadership, and clients.

Skills

ITIL practices

Incident Management

Problem Management

Change Management

Stakeholder communication

Education

Bachelor’s degree or equivalent

Tools

ConnectWise Manage

Job description

Atlas Technica is hiring a Service Management Analyst to improve incident and problem management across client environments. You will lead root cause analyses, support major incident events, and monitor service health with a focus on preventing recurring issues and improving SLA performance.

The role requires strong analytical skills, ITIL proficiency, and the ability to communicate clearly with technical and non-technical stakeholders while working remotely from Kyiv under Eastern Time hours.