Senior 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

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