Incident Management Analyst Job at 360 Resourcing Solutions (Vadodara)

Incident Management Analyst

360 Resourcing Solutions

Location:
India , Vadodara

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

The Incident Management Analyst is a critical role within the Service Delivery function, responsible for the end-to-end management of incidents throughout their entire lifecycle, irrespective of resolver group. The role ensures that incidents are effectively prioritised, progressed, escalated, and resolved in line with contractual KPIs and SLAs. The role requires proactive queue management, strong matrix management capability, and clear, confident communication with customers, internal teams, and third-party suppliers. The Incident Management Analyst plays a key role during high-severity and escalated incidents, ensuring focus is maintained, resolution is expedited, and customer confidence is preserved. This position works closely with Service Delivery Managers, Technical Teams, Service Desk, and external partners to ensure consistent, high-quality service delivery aligned to PMC’s Service Management model.

Job Responsibility:

Manage incidents end-to-end throughout their lifecycle, ensuring timely resolution in line with contractual KPIs and SLAs, regardless of resolver group
Maintain enhanced focus during high-priority, high-severity, and escalated incidents (e.g. Priority 1, global incidents, client escalations, aged tickets), driving rapid and effective resolution
Proactively monitor incident queues in real time, taking corrective action through matrix management of internal teams, partners, and third-party suppliers to prevent SLA breaches
Act as a central point of escalation for incident-related service delivery issues, working closely with Service Delivery Managers to implement remedial actions
Provide clear, accurate, and timely communication to customers and stakeholders, including impact, progress updates, and next steps, via appropriate channels and the ITSM tool
Ensure all incidents are accurately logged, updated, and maintained within the ITSM system, with a focus on data quality and process adherence
Produce and contribute to service reporting, including Management Information and Monthly Service Review presentations, supporting trend analysis and Root Cause Analysis
Identify and drive continual service improvement opportunities through incident trend analysis, process enhancement, and alignment to ITIL best practices
Collaborate closely with technical teams to understand root causes and resolutions, enabling effective customer communication and incident reduction
Support operational governance through attendance at daily service review meetings, customer meetings as required, and by providing cover during peak demand or periods of absence
Deputise for the Service Delivery Manager when required and undertake additional duties as reasonably assigned

Requirements:

Proven experience working within an IT services or managed services environment, managing incidents through to resolution under tight SLA-driven deadlines
Strong experience managing customer escalations and high-pressure situations with professionalism and control
Demonstrated ability to matrix manage technical teams and third-party suppliers to achieve timely outcomes
Strong understanding of ITIL-based Incident Management processes
Excellent written and verbal communication skills, with the ability to communicate effectively with both technical and non-technical stakeholders
High level of competence with Microsoft Office, particularly Excel, PowerPoint, and Word
Strong organisational skills with the ability to manage multiple priorities concurrently
Resilient, proactive, and delivery-focused mindset with a strong customer-centric approach

Nice to have:

ITIL Foundation certification
Experience producing customer-facing service review packs and performance reporting
Strong analytical skills with the ability to identify trends and improvement opportunities from incident data
Confident, solution-oriented, and self-motivated approach with a willingness to challenge and improve existing ways of working

Additional Information:

Job Posted:
January 15, 2026

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Job Link Share:

Incident Management Analyst

360 Resourcing Solutions

Location:
India , Vadodara

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Nice to have:

Additional Information:

Job Posted:
January 15, 2026

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Salary:

Job Description:

Job Responsibility:

Requirements:

Nice to have:

Additional Information:

Job Posted:January 15, 2026

Looking for more opportunities? Search for other job offers that match your skills and interests.

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