IT Incident Management Analyst

About the role

The IT Incident Management Analyst ensures rapid, coordinated responses to IT incidents that affect business operations across the region. Working within the Service Delivery organization, the analyst acts as a bridge between technical teams, service management, and business stakeholders to restore normal service as quickly as possible.

Key responsibilities

• Lead major incidents, coordinating response teams and communication to minimise disruption.
• Oversee change management, ensuring changes are assessed, approved, implemented and reviewed in a controlled manner.
• Coordinate problem management activities, driving root‑cause analysis and corrective actions.
• Maintain ITIL process compliance, reviewing and refining ITSM processes to align with best practices.
• Develop and maintain performance reports, using data‑driven insights to identify improvement opportunities.

Required profile

• Associate’s degree in Computer Science, Management Information Systems or a related discipline, OR at least 3 years of IT experience in a service environment.
• Strong understanding of IT service management principles and incident lifecycle.

Required skills

• ITIL framework knowledge
• Incident Management
• Change Management
• Problem Management

What we offer

• Opportunity to work in a global supply‑chain and logistics leader.
• Exposure to end‑to‑end technology‑driven customer solutions.
• Collaborative environment focused on continuous improvement.