Incident Management Analyst

Sharp Decisions; King (NC); Hybrid; USD 90,000 - 120,000; Full time

Job summary

Sharp Decisions seeks an experienced Incident Management Analyst to oversee day-to-day incident management activities in a hybrid Charlotte, NC setting. You will coordinate incidents from identification through resolution, drive post-mortems, and track follow-ups to improve processes and reduce outages.

The role requires ownership, strong communication, organization, and the ability to coordinate across multiple teams during time-sensitive events, ensuring adherence to established procedures and

Qualifications

• Experience in incident management in a complex operational environment.
• Strong ability to manage multiple priorities in a time-sensitive environment.
• Strong written and verbal communication skills with stakeholders.

Responsibilities

• Coordinate incidents from identification through resolution and closure, ensuring stakeholders are engaged and actions tracked.
• Facilitate incident calls focusing on impact assessment, restoration of service, client considerations, and timely escalation.
• Ensure incidents are classified, documented, communicated, and managed per procedures.
• Maintain accurate incident records, timelines, impacts, decisions, actions, and resolution details.
• Partner across Service, Operations, Technology, Product, Risk, and other functions to drive effective incident resolution, identifying client and operational impacts.
• Support development of internal, executive, and client-facing incident communications.

Skills

Incident management

Analytical skills

Communication

Documentation

Cross-functional coordination

Problem solving

Tools

ServiceNow

Job description

Incident Management Analyst

Location: Charlotte, NC – Hybrid

Type: Full Time

Industry Preferred: Banking/Financial

Years of Experience: 5+ Years

Position Summary

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

Incident Management Execution

• 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 escal…

Preferred Qualifications

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

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