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
, strong 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 timeline
s
- 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 proces
s by assisting with coordination, communication, bridge calls, stakeholder updates, and incident tracking
- Provide regular and explicit 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 Analysi
s
- Support preparation of incident reports, operational dashboards, SLA reports

📌 Incident Analyst (Bengaluru)
🏢 Eton Solutions
📍 Bengaluru