Incident, Problem, and Service Delivery Analyst

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee a structured incident management and service delivery framework.

• Act as the sole intake and triage point for reported incidents.

• Evaluate and categorize P1, P2, and P3 severity levels based on business impact and urgency.

• Facilitate first-hour response by identifying failures and determining the ownership of subsequent actions.

• Differentiate between process or user issues and confirmed technical issues.

• Collaborate with technical teams and manage simultaneous investigations.

• Direct high-severity incident channels or bridge calls, maintain action logs, coordinate participants, and strategize resolutions.

• Maintain communication throughout the incident lifecycle, including detection, triage, investigation, availability of workarounds, risks, resolution, and closure.

• Recognize recurring incidents, defects, escalation trends, systemic process gaps, and themes related to service reliability.

• Assist in post-incident and problem reviews, providing timelines, impact assessments, root cause hypotheses, corrective actions, responsible parties, due dates, and closure criteria.

• Transform recurring incidents and improvement opportunities into backlog items, user stories, defect records, knowledge articles, problem records, or process enhancements.

• Keep incident and problem management documentation and metrics up to date.

• Engage in sprint reviews, backlog refinement, defect triage, retrospectives, release readiness talks, post-incident reviews, and operational improvement planning.

• Share insights on incidents with Quality Engineering & Assurance, DevOps, Release Management, Product Owners, Business Analysts, Scrum Masters, and Application Support.

• Create and sustain playbooks, escalation matrices, SME rosters, contact lists, validation checklists, triage scripts, severity definitions, communication templates, knowledge articles, and operational readiness materials.

• Foster an operational model that minimizes handoffs, expedites source identification, enhances transparency, and fortifies the stability of business-critical digital platforms.

⛳️ Requirements

• 5+ years of professional experience in incident coordination, service delivery, application support, business operations, manufacturing operations support, business analysis, customer operations, Quality Engineering & Assurance, release coordination, or a related field.

• Strong comprehension of business processes, operational workflows, user impacts, escalation management, and cross-functional issue resolution.

• Proficient in gathering incident details, assessing impact, documenting symptoms, identifying affected scope, distinguishing process issues from technical issues, and escalating as necessary.

• Proven ability to coordinate among business stakeholders, Help Desk teams, Application Support, integration teams, developers, vendors, Quality Engineering & Assurance, DevOps, Release Management, and regional process owners.

• Excellent written and verbal communication skills.

• Strong organizational capabilities and the ability to maintain action logs, ownership tracking, meeting notes, issue histories, decision records, follow-ups, closure criteria, and documentation.

• Capable of facilitating working sessions, bridge calls, Microsoft Teams channels, incident reviews, triage discussions, and follow-up meetings.

• Familiarity with using service management, collaboration, documentation, or reporting tools.

• Competent in operating within a hybrid delivery model that combines enterprise governance, Agile delivery, service operations, Quality Engineering & Assurance, and DevOps collaboration.

• Self-motivated, accountable, adaptable, customer-oriented, process-focused, and comfortable navigating ambiguity.

• Knowledge of ITIL-based incident management, major incident management, service operations, production support, command center practices, or site reliability concepts.

• Basic understanding of Agile/Scrum, user stories, acceptance criteria, backlog refinement, sprint reviews, retrospectives, defect triage, release readiness, and continuous improvement.

• Experience supporting manufacturing, fabrication, field operations, shop-floor processes, order fulfillment, engineering workflows, integration platforms, ERP, CRM, or custom digital platforms.

• Familiarity with APIs, queues, message routing, middleware, data transformation, workflow automation, transaction monitoring, and end-to-end process traceability.

• Exposure to the application lifecycle, DevOps, CI/CD, test environments, release management, regression validation, monitoring, observability, or production readiness practices.

• Experience with ServiceNow, Jira, Azure DevOps, Confluence, Microsoft Teams, SharePoint, Excel, Power BI, monitoring tools, or similar platforms.

• Background in creating playbooks, SOPs, escalation matrices, facility rosters, communication templates, readiness checklists, post-incident review notes, knowledge articles, or operational dashboards.

• Bachelor's degree in information technology, Information Systems, Business, Engineering, Operations, Supply Chain, Data Analytics, or a related field; equivalent practical experience may be accepted.

• Relevant training or certifications such as ITIL Foundation, Agile/Scrum fundamentals, Certified ScrumMaster, Professional Scrum Master, Lean Six Sigma Yellow Belt, Jira or Azure DevOps training, Microsoft Power BI, incident management, service management, or quality-related educational paths.

• Must currently be authorized to work in the applicable country on a full-time basis without employer-sponsored immigration support now or in the future.

🏝️ Benefits

• Competitive salary with performance-driven incentives.

• Career advancement programs and paths for internal promotions.

• Tuition reimbursement and opportunities for continuous learning.

• Comprehensive coverage for health, dental, and vision.

• Retirement savings plans featuring company matching.

• Life insurance and disability coverage provided.

• Paid time off along with recognized holidays.

• Flexible work arrangements available when applicable.

• Access to Employee Assistance Programs (EAP) and wellness resources.

• An inclusive, team-oriented culture.

• Opportunities to contribute to a safer, more sustainable built environment.