Job Summary

The Incident and Problem Management Team oversees Major Incidents and Problem RCA efforts. This team ensures incident and problem practices are followed, educates associates where necessary, and analyzes daily operational activities related to these practices.

This role involves analytical skills, cross-organizational collaboration for incident troubleshooting, and root cause identification for problem resolution.

The Senior Analyst performs proactive trend analysis of incidents, creates dashboards/reports for performance metrics, and identifies opportunities to reduce incident recurrence risk through preventative and corrective measures.

Building solid working relationships with multiple teams is crucial for success.

Essential Job Functions

Participate in the incident and problem management processes to ensure immediate response to potential business disruptions and root cause analysis post recovery.
Monitor key performance metrics and perform trend analysis to identify operational opportunities.




Work with the Change Manager and third-party vendors to ensure policies and processes are followed and root cause analysis (RCA) is performed and addressed.
Responsible for researching technology incident tickets and assist with identifying tickets that have been opened past their SLA.
Determine which support areas are responsible for closure, identify possible trends in outages and help determine which support group(s) should investigate further and conduct trend analysis.
Analyze trends to enhance system availability for all key business services.
Support the Information Technology Change Control process by identifying areas of opportunity with Incidents and Problem activity and ensure appropriate action taken to mature capability.
Participate in the change reviews as needed for Incident and Problem management.
Identify training opportunities to expand incident, problem, and communications skills.
Identify and participate in mentoring with more experie

📌 Bread Financial (India)
🏢 Bread Financial
📍 India