Incident Management Analyst

Sharp Decisions; Charlotte (NC); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Sharp Decisions seeks an Incident Management Analyst to own day-to-day incident coordination from detection through resolution. You will manage incident records, drive timely escalation, and partner with Service, Operations, Technology, Product, and Risk to minimize client impact.

This hands-on role requires strong ownership, clear communication, and the ability to coordinate multiple teams during time-sensitive events, ensuring adherence to established procedures.

Qualifications

• Experience in incident management or related operations within complex environments.
• Strong ability to manage multiple priorities and deliver on time.
• Analytical, with problem-solving and documentation skills.
• Excellent written and verbal communication with technical and non-technical stakeholders.
• Ability to coordinate across cross-functional teams without direct authority.

Responsibilities

• Coordinate incidents from identification through closure with clearly assigned actions.
• Facilitate incident calls focusing on impact assessment, restoration, and escalation.
• Classify, document, communicate, and manage incidents per procedures.
• Maintain accurate incident records including timelines, impacts, and resolutions.
• Partner with Service, Operations, Technology, Product, Risk to drive resolution.
• Develop timely internal, executive, and client-facing incident communications.

Skills

Incident management

Production support

Operations

Service management

Cross-functional coordination

Analytical thinking

Communication skills

Documentation

ServiceNow

Tools

ServiceNow

Job description

The Incident Management Analyst is responsible for the day-to-day execution of Incident Management activities within the Service organization. This is a hands-on individual contributor role responsible for coordinating incidents from identification through resolution and closure, completing post-mortem activities, tracking follow-up actions, and supporting continuous improvement of the Incident Management process. This role works closely with Service, Operations, Technology, Product, Risk, and other stakeholders to ensure incidents are managed consistently, timely, and in accordance with established procedures. The role requires strong ownership, communication, organization, and the ability to coordinate activities across multiple teams during time-sensitive events.

Key Responsibilities

• Coordinate incidents from identification through resolution and closure, ensuring appropriate stakeholders are engaged and actions are clearly assigned and tracked.
• Facilitate incident calls as appropriate, maintaining focus on impact assessment, restoration of service, client considerations, and timely escalation.
• Ensure incidents are appropriately classified, documented, communicated, and managed in accordance with established Incident Management procedures.
• Maintain accurate and timely incident records, including event timelines, impacts, key decisions, actions, and resolution details.
• Partner across Service, Operations, Technology, Product, Risk, and other functions to drive effective incident resolution and ensure client and operational impacts are appropriately identified.
• Support the development of timely and accurate internal, executive, and client-facing incident communications as required.

Qualifications Required

• Experience in incident management, production support, operations, service management, or a related discipline within a complex operational environment.
• Strong ability to manage multiple priorities and independently drive assigned work to completion in a time-sensitive environment.
• Strong analytical and problem-solving skills, with the ability to organize complex information and identify key issues, impacts, and required actions.
• Strong written and verbal communication skills, including the ability to work effectively with technical and non-technical stakeholders.
• Strong documentation skills and attention to detail.
• Ability to coordinate and influence cross-functional stakeholders without direct authority.
• Ability to exercise sound judgment and appropriately elevate issues.

Preferred Qualifications

• Experience within financial services, payments, financial market infrastructure, or another highly regulated and operationally critical environment.
• Knowledge of formal Incident Management frameworks and practices.
• Experience preparing post-mortems, root-cause documentation, incident summaries, or similar materials.
• Experience with ServiceNow or comparable IT service management platforms.