Incident, Problem, and Service Delivery Analyst

JobtailorRemote

Stellenbeschreibung:

Coordinate a structured incident management and service delivery model

Serve as the single intake and triage point for reported incidents

Assign and revise P1, P2, and P3 severity based on business impact and urgency

Coordinate first-hour response by identifying failures and ownership of next actions

Distinguish process or user issues from confirmed technical issues

Engage technical teams and coordinate concurrent investigations

Lead high-severity incident channels or bridge calls, action logs, participant coordination, and resolution planning

Communicate throughout the incident lifecycle, including detection, triage, investigation, workaround availability, risks, resolution, and closure

Identify recurring incidents, defects, escalation patterns, systemic process gaps, and service reliability themes

Support post-incident and problem reviews with timelines, impact, root cause hypotheses, corrective actions, owners, due dates, and closure criteria

Convert recurring incidents and improvement opportunities into backlog items, user stories, defect records, knowledge articles, problem records, or process improvements

Maintain incident and problem management documentation and metrics

Participate in sprint reviews, backlog refinement, defect triage, retrospectives, release readiness discussions, post-incident reviews, and operational improvement planning

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

Develop and maintain playbooks, escalation matrices, SME rosters, contact lists, validation checklists, triage scripts, severity definitions, communication templates, knowledge articles, and operational readiness materials

Promote an operating model that reduces handoffs, accelerates source identification, improves transparency, and strengthens business-critical digital platform stability

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 discipline

Strong understanding of business processes, operational workflows, user impact, escalation management, and cross-functional issue resolution

Ability to gather incident details, assess impact, document symptoms, identify affected scope, distinguish process issues from technical issues, and escalates appropriately

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

Strong written and verbal communication skills

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

Ability to facilitate working sessions, bridge calls, Microsoft Teams channels, incident reviews, triage discussions, and follow-up meetings

Experience using service management, collaboration, documentation, or reporting tools

Ability to operate in a hybrid delivery model combining enterprise governance, Agile delivery, service operations, Quality Engineering & Assurance, and DevOps collaboration

Self-motivated, accountable, adaptable, customer-focused, process-oriented, and comfortable working through ambiguity

Exposure to ITIL-based incident management, major incident management, service operations, production support, command center practices, or site reliability concepts

Foundational 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 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

Experience 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 discipline; equivalent practical experience may be considered

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 learning paths

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

Core Competencies

Demonstrates expertise in incident management and service delivery, with a strong focus on coordinating cross-functional teams and improving operational workflows. Proficient in utilizing service management tools and methodologies to enhance service reliability and facilitate effective communication throughout the incident lifecycle.