Incident Response & Post-Mortem Lead

The Clearing House; Charlotte, Northern (NC, KY); Hybrid; USD 70,000 - 105,000; Full time

Job summary

The Clearing House is seeking an Incident Management Analyst to drive end-to-end incident handling across Service, Operations, Technology, and Product teams. You will coordinate incidents from discovery to resolution, facilitate calls, and ensure timely post-mortems with actionable follow-ups.

Strong analytical and communication skills are required, along with the ability to manage multiple priorities under time-sensitive conditions. Onsite collaboration with various stakeholders is expected.

Qualifications

• Experience in incident management or operations within complex environments.
• Strong written and verbal communication with technical and non-technical stakeholders.
• Ability to coordinate cross-functional teams and manage multiple priorities.
• Familiarity with incident frameworks and governance processes.

Responsibilities

• Coordinate incidents from identification through resolution and closure with clear ownership.
• Facilitate incident calls, assess impact, and escalate as needed to restore service.
• Maintain incident records, timelines, impacts, decisions, actions, and resolutions.
• Draft internal, executive, and client-facing incident communications as required.
• Support post-mortems and follow-up actions within two weeks of incidents.
• Identify recurring themes and drive process improvements across teams.

Skills

Ownership & accountability

Execution discipline

Sound judgment under pressure

Collaboration & influence

Analytical thinking

Clear communication

Attention to detail

Continuous improvement

Tools

ServiceNow

Job description

The Clearing House is seeking an Incident Management Analyst to drive end-to-end incident handling across Service, Operations, Technology, and Product teams. You will coordinate incidents from discovery to resolution, facilitate calls, and ensure timely post-mortems with actionable follow-ups.

Strong analytical and communication skills are required, along with the ability to manage multiple priorities under time-sensitive conditions. Onsite collaboration with various stakeholders is expected.