- Location
- Cebu City, Cebu, Philippines · published
- Type
- Full-time
- Department
- Management
- Source
- Workable
Description
The Incident Management Analyst is responsible for monitoring, analyzing, and coordinating incidents to support timely resolution and consistent service delivery. The role focuses on SLA tracking, incident reviews, trend identification, escalation coordination, stakeholder communication, and operational reporting.
Key Responsibilities
- Monitor and track high-priority incidents, escalations, and SLA performance.
- Conduct incident reviews and ensure appropriate follow-up on open or escalated cases.
- Identify recurring incidents, trends, and potential problem areas that may require further investigation.
- Coordinate incident escalations and communications across relevant teams and stakeholders.
- Prepare incident briefings, summaries, and status updates for operational discussions.
- Prepare and maintain brand-specific incident reports to provide visibility into incidents and service performance.
- Provide overflow escalation support, including coordination and communication when additional incident coverage is required.