Incident Management Analyst-2

TheIncident Analystsupports the rapid response and coordination of critical IT incidents across Element Fleet. This roleassistsin managing incident communication engaging technical teams and tracking progress to ensuretimelyrestoration of services. The ideal candidatedemonstratesstrong analytical organizational and communication skills helping minimize business impact andmaintainservice continuity.

Incident Response

• Identify log and classify major IT incidents reported by internal teams or external users.

• Notify and engage appropriate technical and vendor resources to facilitate diagnosis and resolution.

• Support real-time coordination calls andassistwith documenting actions and updates.

• Maintainaccurateandtimelycommunication between technical teams business stakeholders and leadership during incidents.

• Track incident timelines and outcomes for performance reporting and trend analysis.

Problem and Root Cause Management

• Collaborate with the Problem Management team to gather data for root cause analyses (RCAs).

• Monitor and update problem records to ensuretimelyclosure within established SLAs.

• Assist in preparing RCA reports and ensure documentation and communication are completed as required.

• Support daily review meetings to discuss recent and open P1/P2 incidents and ongoing IT work.

Process Governance and Support

• Adhere toestablishedIncident and Change Management policies processes and tools.

• Assistwith training and user support to ensure consistentprocessadoption and compliance.

• Collaborate with IT and business teams to align with operational best practices.

Continuous Improvement and Reporting

• Collect and analyzeincidentand change data toidentifytrends and process improvement opportunities.

• Generate reports dashboards and performance metrics for management review.

• Helpmaintainclear actionable documentation for procedures and processes.

• Contribute to the development of knowledge articles and reference materials for IT staff.