Incident Response & Coordination 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

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.