The Critical Incident Management (CIM) L1 Analyst is responsible for identifying, logging, monitoring, and coordinating critical (P1/P2) incidents to ensure timely restoration of services. The role involves initial incident assessment, stakeholder communication, bridge coordination, escalation management, and adherence to ITIL-based Incident Management processes.
Key Responsibilities
Key Responsibilities Incident Management Monitor incident queues and major incident alerts. Perform initial assessment and severity classification of incidents. Identify and declare Major/Critical Incidents based on predefined criteria. Initiate and manage conference bridges for P1/P2 incidents. Ensure accurate incident documentation and tracking throughout the incident lifecycle. Communication & Coordination Send timely notifications and status updates to stakeholders. Coordinate with technical resolver groups, service owners, and vendors. Maintain incident communication cadence during major incidents. Escalate incidents as per the escalation matrix. Monitoring & Reporting Monitor critical infrastructure and application alerts. Track incident progress against SLA commitments. Prepare incident timelines and closure summaries. Support generation of daily, weekly, and monthly incident reports. Process Compliance Follow ITIL Incident Management standards. Ensure proper ticket categorization and prioritization.
Support post-incident review and RCA data collection. Maintain audit-ready documentation for critical incidents.
Skill Requirements
Technical Skills Basic understanding of IT Infrastructure (Windows, Linux, Network, Cloud). Knowledge of ServiceNow or similar ITSM tools. Familiarity with monitoring tools and alert management. Understanding of ITIL Incident and Major Incident Management processes. Soft Skills Solid communication and stakeholder management skills. Ability to work under pressure during critical situations. Analytical and problem-solving mindset. Good coordination and multitasking abilities. Willingness to work in 24x7 rotational shifts. Preferred Certifications ITIL Foundation ServiceNow Fundamentals Major Incident Management Training (Preferred)
Other Requirements
Technical Skills Basic understanding of IT Infrastructure (Windows, Linux, Network, Cloud). Knowledge of ServiceNow or similar ITSM tools. Familiarity with monitoring tools and alert management. Understanding of ITIL Incident and Major Incident Management processes. Soft Skills Strong communication and stakeholder management skills. Ability to work under pressure during critical situations. Analytical and problem-solving mindset. Good coordination and multitasking abilities. Willingness to work in 24x7 rotational shifts. Preferred Certifications ITIL Foundation ServiceNow Fundamentals Major Incident Management Training (Preferred)