Major Incident Analyst (Remote - US)

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Major Incident Analyst in the United States.

This role offers the opportunity to play a pivotal part in managing and resolving critical incidents within a dynamic, remote-first environment. You will act as the primary point of coordination for major IT issues, ensuring rapid restoration of services while maintaining clear communication between teams and clients. The position emphasizes problem-solving, collaboration, and process improvement, allowing you to grow your expertise in IT service management and incident resolution. You will work closely with support teams to troubleshoot complex technical challenges, facilitate incident bridges, and provide guidance across multiple communication channels. This role is ideal for proactive, detail-oriented professionals seeking to make a measurable impact on service quality and customer satisfaction.

Accountabilities

·         Monitor and manage the service desk for major incidents to ensure timely response and resolution.

·         Coordinate and drive major incident calls/bridges, guiding participants toward restoration actions.

·         Escalate issues to appropriate support teams, ensuring efficient problem resolution.

·         Provide consulting expertise across multiple teams and communication channels to support customer success.

·         Facilitate problem identification, troubleshooting, and root-cause analysis to prevent recurrence.

·         Act as a flexible resource across various contact channels and support functions.

·         Maintain accurate documentation of incident management processes and actions taken.

·         3+ years of experience in major incident management or IT incident response.

·         Strong understanding of ITSM practices, including Incident, Problem, and Change management.

·         Proficiency with Microsoft Office 365 and other collaboration tools.

·         Excellent verbal and written communication skills.

·         Strong technical acumen and understanding of data management and IT processes.

·         Ability to work independently in a structured, remote environment.

·         Commitment to customer service excellence and continuous process improvement.