Senior Business Analyst focusing on capturing requirements and improving processes at Fleet Alliance. Driving project delivery and ensuring stakeholder needs are met.
About the role
- Incident Management Analyst supporting IT incident response and coordination for global IT services in fast-paced environments. Collaborating with technical teams and stakeholders for efficient incident management.
Responsibilities
- Identify, log, and classify major IT incidents reported by internal teams or external users
- Coordinate response efforts by engaging appropriate technical teams and vendors to diagnose and resolve incidents, coordination calls and document actions, updates, and timelines
- Track incidents ,provide a clear and timely communication between technical teams, business stakeholders, and leadership during major incidents. Along with root cause analyses (RCAs), including performance incidents reports,
- Assist in preparing RCA reports and ensure documentation and communication are completed as required, Be a contribute to knowledge base articles.
- Support daily review meetings to discuss recent and ongoing high-priority incidents and operational work
- Follow established Major Incident and Change Management processes, policies, and tools
- Generate reports, dashboards, and performance metrics for operational and leadership reviews
- Support process adoption and assist with training or guidance related to incident management practices
Requirements
- Bachelor’s degree in Information Technology, Computer Science, or a related field
- 3–5 years of experience in IT operations, incident management, or service management
- Experience working with enterprise-level incident response or IT service management processes
- Strong analytical and problem-solving skills with attention to detail
- Excellent written and verbal communication skills
- Ability to stay organized and perform effectively under pressure while managing multiple priorities
- Familiarity with ITIL principles and service management best practices
- Experience with ITSM tools (e.g., ServiceNow or similar platforms) – an advantage
- Strong documentation and organizational skills
- Fluent in spoken and written English
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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