Senior Incident Response Analyst

Experience: 2 to Not Available years

Location: Bangalore, India

Skills: ITIL Foundations certification, incident management, interpersonal skills

SUMMARY
Q2 Software has an opening for an Incident Response Analyst who will serve as a single point of contact, responsible for driving the resolution of major incidents impacting service availability across multiple digital channels. The position will involve leading incident conference bridge calls, engaging the appropriate resolver teams, providing status updates to internal and external stakeholders and capturing documentation of ongoing actions throughout the incident. The Incident Response Analyst will collaborate across business and technology organizations to improve processes and procedures for effectively coordinating incidents and perform post-event activities in close alignment with IT and other operational teams. The ideal candidates will have at least 2 years of experience working in a 24x7 environment that provides incident response for business-critical systems. They will be skilled and energetic with exceptional verbal and written communication skills. The candidate should be open to new challenges, strong at multi-tasking, innovative, creative, self-directed and a great team player. The candidate should drive continuous process improvement and collaborate effectively with operational teams to solve problems and implement new solutions.

RESPONSIBILITIES:
• Ensure that technical issues affecting Digital Channel Service Delivery are responded to and that normal service operations are restored as quickly as possible
• Provide customer facing communications within documented service levels during service interruptions
• Document investigative and remediation actions taken during incidents




• Create post-event remediation records with incident details documentation and action items
• Maintain escalation and contact lists for mission critical assets
• Prepare and revise incident management processes, policies and escalation procedures on a regular basis to drive efficiencies and effectiveness in responding to issues
• Conduct post-mortem reviews and prepares formal incident reports
• Ensure incidents are escalated and facilitated to enable efficient and timely service restorations
• Communicate with all levels of management
• Recommend opportunities for process improvements
• Escalate as necessary to ensure the right teams are engaged in remediation efforts
• Administer internal and external tools used by the Incident Response team
• Work closely with the Integrated Operations Center to triage and proactively respond to potential impact
• Compile reports, and metric data related to service interruptions, Incident Response program performance, availability and other areas as needed
• Identify persistent or recurring problems and recommends creative solutions
• Complete ad-hoc and ongoing projects on an as-needed basis
• Ensure all security, availability, confidentiality and privacy policies and controls are adhered to
• Participate in a 24x7 on call rotation

EXPERIENCE AND KNOWLEDGE:




• Typically requires a bachelor’s degree in computer science and a minimum of 5 years of related experience; or an advanced degree with 3+ years of experience; or equivalent related work experience.
• Familiarity with a wide range of technologies and infrastructure
• ITIL Foundations certification or relevant experience working in an ITIL Incident Management role
• Self-driven and effective communicator
• Good Interpersonal skills and ability to form strong relationships
This position requires fluent written and oral communication in English.

Health & Wellness
Hybrid Work Opportunities
Flexible Time Off
Career Development & Mentoring Programs
Health & Wellness Benefits, including competitive health insurance offerings and generous paid parental leave for eligible recent parents
Community Volunteering & Company Philanthropy Programs
Employee Peer Recognition Programs – “You Earned it”
Click here to find out more about the benefits we offer.

Our Culture & Commitment:
We’re proud to foster a supportive, inclusive environment where career growth, collaboration, and wellness are prioritized. And our benefits go beyond healthcare—offering resources for physical, mental, and professional well-being. Click here to find out more about the benefits we offer.
Q2 employees are encouraged to give back through volunteer work and nonprofit support through our Spark Program ( see more ). We believe in making an impact—in the industry and in the community. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, or veteran status.

📌 Senior Incident Response Analyst (Bengaluru)
🏢 Q2 Software
📍 Bengaluru