Incident Management Analyst

Brilliant Infotech Inc.; Newark (DE); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Brilliant Infotech Inc. is seeking a Technical Support Analyst for a long-term, hybrid role in Newark, DE. The ideal candidate will manage intake, triage, and resolution of production issues and contribute to incident management and release alignment.

You will log and validate requests, assign tickets, monitor progress, and document solutions while collaborating with PM, BA, and Operations. Familiarity with UAT, regression testing, and knowledge-base maintenance is a plus.

Qualifications

• Proven experience in incident management, production support, or related fields.
• Strong analytical, problem-solving, and communication skills.
• Familiarity with UAT and regression testing best practices.

Responsibilities

• Receive, log, and validate production support requests.
• Assign tickets based on type, severity, and routing guidelines.
• Monitor ticket progress and escalate as needed.
• Manage incidents through lifecycle from triage to closure.
• Communicate with stakeholders during high-impact incidents.
• Identify issues for backlog, enhancements, or defects.
• Participate in UAT and regression testing to validate fixes.
• Coordinate with release management to align issues.
• Document recurring issues and workarounds.
• Maintain Production Support Knowledge Base.
• Review incidents for patterns and elevate recurring issues.
• Ensure ticket processes meet SLA and procedures.
• Collaborate with PM, BA, and Operations for validation tasks.

Skills

Incident management

Production support

Analytical thinking

Problem solving

Communication

UAT testing

Regression testing

Stakeholder communication

Tools

Incident management tools

Job description

We are looking for a Technical Support Analyst for a long term opportunity that is hybrid in Newark, DE. The selected candidate will manage the intake, triage, and resolution of production issues while contributing to incident management and workflow optimization.

• Receive, log, and validate incoming production support requests, ensuring accuracy and completeness
• Assign tickets to appropriate teams based on issue type, severity, and routing guidelines
• Monitor ticket progress to ensure timely updates, escalations, and resolutions
• Manage incidents throughout their lifecycle, from initial triage to closure
• Communicate effectively with stakeholders and end users during high-impact incidents
• Identify issues requiring backlog creation, enhancement requests, or defect logging
• Participate in user acceptance testing and regression testing activities to validate fixes and ensure smooth deployments
• Collaborate with the Testing Project Manager to align production issues with the appropriate release management processes
• Document recurring issues, root cause findings, and workarounds.
• Maintain an up-to-date and accessible Production Support Knowledge Base
• Review incidents for patterns and elevate recurring issues for further analysis
• Ensure all ticket-handling processes comply with SLA expectations and established procedures
• Partner with PM, BA, and Operations teams to clarify production issues and assist with validation tasks

Required:

• Proven experience in incident management, production support, or related fields
• Strong analytical, problem-solving, and communication skills
• Familiarity with UAT and regression testing best practices

Preferred:

• Experience with incident management tools and workflows