IT Incident Management Analyst

We are the leading provider of worldwide smart end-to-end supply chain & logistics, enabling the flow of trade across the globe. Our comprehensive range of products and services covers every link of the integrated supply chain – from maritime and inland terminals to marine services and industrial parks as well as technology-driven customer solutions.

The primary purpose of the IT Incident Management Analyst role is to ensure timely, effective, and coordinated responses to IT incidents that impact business operations across the region. This role serves as a critical link between technical teams, service management, and business stakeholders, with the goal of restoring normal service operations as quickly as possible while minimizing adverse effects on business continuity.

The IT Incident Management Analyst plays a critical role in driving the incident lifecycle—from initial detection and communication through to resolution and post-incident review. This includes overseeing the coordination of resources during major incidents, managing escalations, and ensuring adherence to established ITIL practices and governance frameworks.

Positioned within the regional Service Delivery organization, the IT Incident Management Analyst fosters a culture of accountability, continuous improvement, and operational excellence. They contribute to service stability by identifying incident trends, leading preventative initiatives, and ensuring that lessons learned are embedded into future service delivery strategies.

KEY ACCOUNTABILITIES

• Major Incident Leadership: take charge during Major Incidents to ensure swift resolution and minimal disruption; coordinate response teams, facilitate communication across all levels, and drive the incident resolution process in alignment with ITIL standards
• Change Management Oversight: oversee the change management process to ensure that all changes are assessed, approved, implemented, and reviewed in a controlled manner; collaborate with IT teams to minimize the impact of change-related incidents and improve the overall stability of IT services
• Problem Management Coordination: lead the problem management process to prevent incidents from recurring and to minimize the impact of incidents that cannot be prevented; facilitate root cause analysis and ensure that appropriate corrective measures are implemented
• ITIL Process Compliance: ensure that all IT service management processes adhere to ITIL frameworks and compliance standards; regularly review and refine ITSM processes to align with best practices and business objectives
• Performance Reporting and Improvement: Develop and maintain comprehensive performance reports for IT services. Use data-driven insights to identify areas for improvement, drive strategic decisions, and enhance service delivery effectiveness

QUALIFICATIONS, EXPERIENCE & SKILLS