Incident Response & Resolution Analyst

Popular; San Juan (PR); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Popular in Puerto Rico seeks an Incident Analyst to register, categorize, prioritize incidents and lead investigations to restore services. You will coordinate with operations, service engineering, development teams, and vendors to resolve high-priority issues and maintain SLA targets.

The role requires strong analytical and communication skills, experience with incident management processes, and the ability to work in a hybrid environment.

Qualifications

• Experience in incident management and root cause analysis.
• Experience working with cross functional teams to resolve incidents.

Responsibilities

• Analyze, classify, and prioritise incidents.
• Incident investigation and diagnosis, including resolution where possible.
• Coordinating and driving technical incident resolution with operations, service engineering, development teams, and vendors.
• Real-time and continuous follow-up with support teams for incident resolution.
• Detect potential problems and assign issues to raise problem records.
• Participation in audit activities related to the incident management process.

Skills

Incident analysis

Troubleshooting

Escalation management

Education

Bachelor's degree or equivalent

Tools

Incident management software

Job description

Popular in Puerto Rico seeks an Incident Analyst to register, categorize, prioritize incidents and lead investigations to restore services. You will coordinate with operations, service engineering, development teams, and vendors to resolve high-priority issues and maintain SLA targets.

The role requires strong analytical and communication skills, experience with incident management processes, and the ability to work in a hybrid environment.