Incident Analyst

ABOUT THE ROLE

The Incident Analyst monitors contact center operations in real time, manages incident triage, and ensures service level targets are consistently maintained. Acting as the first line of response for operational disruptions across multiple channels and markets, this role requires a highly independent professional who can seamlessly manage stakeholders and drive performance reporting during critical events.

KEY RESPONSIBILITIES

• Real-Time Monitoring: Track queue performance across phone, chat, and email channels.

• Incident Triage & Resolution: Assess incoming issues and independently resolve Level 1,2 and 3 incidents using established SOPs.

• Escalation & Documentation: Route complex incidents to global support with full documentation and maintain accurate ITSM records.

• Stakeholder Management: Keep users, management, and internal teams updated on incident status, timelines, and workarounds.

• Performance Reporting: Generate and analyze reports on incident trends, SLA impacts, and system uptime.

• SLA & Workforce Coordination: Flag SLA deviations, trigger intraday adjustments, and coordinate headcount interventions with RTM/planners.

• Adherence Tracking: Monitor agent schedule adherence and alert team leads to real-time deviations.

• Process Improvement: Contribute to the knowledge base and participate in incident reviews to optimize management processes.

• Execute Contingency for High Emergency: Deploy contingency plans based on SOPs and use critical decision making skills for edge cases

• Education: Diploma or equivalent qualification in Information Technology, Business Administration, or any related field.

• Experience: 3–4 years of experience in contact center operations, real-time monitoring, or IT service desk environments.

• Autonomy: Proven ability to work highly independently with minimal supervision in a fast-paced environment.

• Technical Skills:

  • Strong familiarity with WFM systems and ACD/telephony platforms.

  • Proficiency in Excel/Google Sheets for data analysis and performance reporting.

  • Experience working with standard ITSM tools (e.g., ServiceNow, Jira Service Desk).

• Soft Skills:

  • Excellent stakeholder management and communication skills (both written and verbal).

  • Strong attention to detail with the ability to multitask effectively under pressure.

  • Ability to strictly follow and execute structured SOPs during critical disruptions.