Incident Analyst

Role Overview We are looking for an Incident Analyst with 23 years of experience in IT Service Desk operations and Incident Management. The candidate will be responsible for handling, triaging, coordinating, and tracking incidents to ensure timely restoration of services and adherence to defined SLAs. The ideal candidate should have a good understanding of ITIL Incident Management practices, strong communication and coordination skills, and experience working with technical and application support teams. Experience supporting Banking, Financial Services, FinTech, Wealth Management, or other financial applications will be considered an added advantage. Key Responsibilities Act as the first point of contact for incidents reported by customers, users, monitoring tools, or internal teamsLog, validate, categorize, prioritize, and assign incidents to appropriate support teamsPerform initial troubleshooting and basic Level 1 investigation wherever applicableEnsure incidents are properly documented with accurate issue descriptions, business impact, troubleshooting details, and updatesMonitor incident queues and ensure tickets are progressing within agreed SLA/OLA timelinesCoordinate with Application, Infrastructure, Security, Product, DevOps, and other technical support teams for incident resolutionIdentify incidents requiring escalation and ensure timely functional and hierarchical escalationSupport the Major Incident Management process by assisting with coordination, communication, bridge calls, stakeholder updates, and incident trackingProvide regular and clear incident status updates to relevant stakeholdersFollow up with resolver groups and ensure timely restoration of affected servicesValidate resolution details before resolving or closing incident ticketsIdentify recurring incidents and highlight them for Problem Management / Root Cause AnalysisSupport preparation of incident reports, operational dashboards, SLA reports, and incident trend analysisMaintain and contribute to Knowledge Base articles, troubleshooting guides, and operational documentationParticipate in shift handovers and ensure proper transfer of information for ongoing incidentsFollow established ITSM processes, escalation procedures, and operational standardsParticipate in continuous improvement initiatives related to Service Desk and Incident Management processes Required Skills & Experience 23 years of experience in IT Service Desk, Application Support, Technical Support, or Incident Management.Practical understanding of the Incident Management lifecycle.Basic understanding of ITIL / IT Service Management principles.Experience working with ITSM tools such as:Jira Service ManagementServiceNowBMC RemedyUnderstanding of incident categorization, prioritization, impact, urgency, SLA, and escalation processes.Ability to perform basic troubleshooting for application, access, network, infrastructure, and user-related issues.Experience coordinating with multiple technical teams for incident resolution.Strong verbal and written communication skills.Ability to communicate technical incidents clearly to both technical and non-technical stakeholders.Good analytical, problem-solving, and documentation skills.Ability to work in a fast-paced support environment and manage multiple incidents simultaneously.Willingness to work in rotational shifts as required by business operations. Preferred / Good-to-Have Skills Experience supporting Banking, Financial Services, FinTech, Wealth Management, Payments, or other financial applications.Exposure to Major Incident Management and participation in Major Incident bridge calls.Understanding of basic Infrastructure concepts such as:ServersNetworksDatabasesCloud environmentsAPIsApplication integrationsBasic understanding of Information Security incidents and escalation requirements.Experience with monitoring and alerting tools.Exposure to Problem Management, Change Management, and Knowledge Management processes.ITIL Foundation certification would be an advantage. Key Competencies Customer-focused approachIncident ownership and accountabilityStrong coordination skillsClear communicationAttention to detailAnalytical thinkingAbility to work under pressureGood stakeholder managementTeam collaborationProactive follow-up and escalation Educational Qualification Bachelors degree in computer science, Information Technology, Engineering, BCA, B.Sc., or equivalent qualification preferred.Candidates from other educational backgrounds with relevant IT Service Desk / Incident Management experience may also be considered. .