Summary of the Job
The Incident Management Analyst is a critical role within the Service Delivery function, responsible for the end-to-end management of incidents throughout their entire lifecycle, irrespective of resolver group. The role ensures that incidents are effectively prioritised, progressed, escalated, and resolved in line with contractual KPIs and SLAs.
The role requires proactive queue management, strong matrix management capability, and clear, confident communication with customers, internal teams, and third-party suppliers. The Incident Management Analyst plays a key role during high-severity and escalated incidents, ensuring focus is maintained, resolution is expedited, and customer confidence is preserved.
This position works closely with Service Delivery Managers, Technical Teams, Service Desk, and external partners to ensure consistent, high-quality service delivery aligned to PMC’s Service Management model.
Key Responsibilities
- Manage incidents end-to-end throughout their lifecycle, ensuring timely resolution in line with contractual KPIs and SLAs, regardless of resolver group.
- Maintain enhanced focus during high-priority, high-severity, and escalated incidents (e.g. Priority 1, global incidents, client escalations, aged tickets), driving rapid and effective resolution.
- Proactively monitor incident queues in real time, taking corrective action through matrix management of internal teams, partners, and third-party suppliers to prevent SLA breaches.
- Act as a central point of escalation for incident-related service delivery issues, working closely with Service Delivery Managers to implement remedial actions.
- Provide clear, accurate, and timely communication to customers and stakeholders, including impact, progress updates, and next steps, via appropriate channels and the ITSM tool.
- Ensure all incidents are accurately logged, updated, and maintained within the ITSM system, with a focus on data quality and process adherence.
- Produce and contribute to service reporting, including Management Information and Monthly Service Review presentations, supporting trend analysis and Root Cause Analysis.
- Identify and drive continual service improvement opportunities through incident trend analysis, process enhancement, and alignment to ITIL best practices.
- Collaborate closely with technical teams to understand root causes and resolutions, enabling effective customer communication and incident reduction.
- Support operational governance through attendance at daily service review meetings, customer meetings as required, and by providing cover during peak demand or periods of absence.
- Deputise for the Service Delivery Manager when required and undertake additional duties as reasonably assigned.
Skills & Aptitude
- Proven experience working within an IT services or managed services environment, managing incidents through to resolution under tight SLA-driven deadlines.
- Strong experience managing customer escalations and high-pressure situations with professionalism and control.
- Demonstrated ability to matrix manage technical teams and third-party suppliers to achieve timely outcomes.
- Strong understanding of ITIL-based Incident Management processes.
- Excellent written and verbal communication skills, with the ability to communicate effectively with both technical and non-technical stakeholders.
- High level of competence with Microsoft Office, particularly Excel, PowerPoint, and Word.
- Strong organisational skills with the ability to manage multiple priorities concurrently.
Resilient, proactive, and delivery-focused mindset with a strong customer-centric approach.
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Skills and Experience | Desirable
- ITIL Foundation certification.
- Experience producing customer-facing service review packs and performance reporting.
- Strong analytical skills with the ability to identify trends and improvement opportunities from incident data.
- Confident, solution-oriented, and self-motivated approach with a willingness to challenge and improve existing ways of working.
Personal attributes
- Strong Communication Skills
Demonstrates a consistently high standard of verbal and written communication, engaging effectively with customers and internal teams at all levels.
- Integrity & Transparency
Operates with honesty and openness at all times, including when delivering challenging messages, supported by clear, well-considered action plans.
- Strong Work Ethic
Understands the demands of a managed service environment and demonstrates commitment and flexibility, particularly during critical incidents, peak trading periods, or periods of heightened operational pressure.
- Self-Motivated & Proactive
Displays high levels of personal drive and accountability, with the energy and focus to deliver excellence through attention to detail, innovation, and the ability to influence and implement change.
- Professionalism Under Pressure
Remains calm, composed, and professional in challenging or high-pressure situations, maintaining control and credibility at all times.
- Positive & Customer-Focused Mindset
Adopts a positive, solution-oriented approach when working with customers and colleagues, consistently promoting PMC and its values. A constructive attitude is essential to the role.
- Team-Oriented
Works collaboratively as part of a wider team, demonstrating behaviours aligned to PMC’s culture and contributing positively to shared goals and outcomes.
