Role Overview
We are looking for an Incident Analyst with 2–3 years of experience in IT Service Desk operations and Incident Management. The candidate will be responsible for handling, triaging, coordinating, and tracking incidents to ensure timely restoration of services and adherence to defined SLAs.
The ideal candidate should have a good understanding of ITIL Incident Management practices, solid communication and coordination skills, and experience working with technical and application support teams.
Experience supporting Banking, Financial Services, FinTech, Wealth Management, or other financial applications will be considered an added advantage.

Key Responsibilities
Act as the first point of contact for incidents reported by customers, users, monitoring tools, or internal teams
Log, validate, categorize, prioritize, and assign incidents to appropriate support teams
Perform initial troubleshooting and basic Level 1 investigation wherever applicable
Ensure incidents are properly documented with accurate issue descriptions, business impact, troubleshooting details,



and updates
Monitor incident queues and ensure tickets are progressing within agreed SLA/OLA timelines
Coordinate with Application, Infrastructure, Security, Product, DevOps, and other technical support teams for incident resolution
Identify incidents requiring escalation and ensure timely functional and hierarchical escalation
Support the Major Incident Management process by assisting with coordination, communication, bridge calls, stakeholder updates, and incident tracking
Provide regular and clear incident status updates to relevant stakeholders
Follow up with resolver groups and ensure timely restoration of affected services
Validate resolution details before resolving or closing incident tickets
Identify recurring incidents and highlight them for Problem Management / Root Cause Analysis
Support preparation of incident reports, operational dashboards, SLA reports, and incident trend analysis
Main

📌 Incident Analyst (Bengaluru)
🏢 Eton Solutions
📍 Bengaluru