Broadband Business Operations Center - Incident Management Analyst

Broadband Business Operations Center – Incident Management Analyst

Bachelor’s Degree in Computer Science, Information Technology, or related field or 5 years of experience
2–4 years of experience in Incident Management and/or Problem Management (Required)

Serve as the primary coordinator during major incidents involving network or IT assets, ensuring rapid service restoration.
Lead resolution efforts through collaborative conference calls, managing technical and hierarchical escalations, and engaging internal teams and external partners.
Maintain full accountability for incident handling from initiation to closure, documenting the timeline and ensuring complete post-incident analysis.
Conduct post-mortem reviews, root cause analyses, and executive summary reporting to prevent recurrence.
Drive measurable improvements in service restoration times and overall incident handling.
Identify areas for operational and process improvement, helping to mature our incident management function using ITIL best practices.
Work alongside a dedicated 24x7x365 operational team, contributing to shift coverage and knowledge continuity.
Mentor and train junior team members, sharing expertise and best practices in incident handling and business-aligned service support.
Actively support communication across technical teams, business stakeholders, and partners to ensure transparency and alignment.
Generate insightful reports and real-time updates using ITSM tools, BI platforms, and Microsoft Office.
Represent incidents and service health in cross-functional meetings with clarity and focus on business impact.
Proactively communicate status, actions, and next steps to all relevant parties, adapting messaging to technical and non-technical audiences.