Incident and Problem Management Analyst

The Incident & Problem Management Analyst is responsible for ensuring a cohesive Incident Management, Major Incident Management, and Problem Management practice across Inspire Brands Shared Services. This role leads the Major Incident Management process supporting Shared Services, E-Commerce, Infrastructure, and other critical enterprise platforms.

The analyst serves as the central coordinator during major incidents, leading technical bridge calls, driving rapid engagement of support teams, managing executive communications, and ensuring timely service restoration. This role is responsible for crafting clear, concise, and business-focused communications for senior leadership throughout the incident lifecycle, translating complex technical issues into actionable business updates.

In addition to Major Incident Management responsibilities, the analyst owns key aspects of the Problem Management practice, driving root cause analysis, coordinating corrective actions, and identifying opportunities for long-term incident reduction through ITIL-aligned best practices.

Success in this role requires the ability to quickly develop and maintain a strong functional understanding of Inspire Brands' critical technology ecosystem, including MDBP, IDP, digital commerce platforms, integrations, APIs, infrastructure components, and end-to-end transaction flows. The analyst must be capable of rapidly assessing business impact, understanding system dependencies, and coordinating technical teams during high-severity incidents.

Responsibilities

Major Incident Management

• •Lead and coordinate Major Incident Management activities for enterprise technology services and platforms.
• •Serve as Incident Commander during high-priority incidents and service disruptions.
• •Facilitate and lead technical bridge calls during critical incidents.
• •Engage and coordinate appropriate technical resources, vendors, and business stakeholders to expedite resolution.
• •Drive accountability across support teams and ensure clear ownership of resolution activities.
• •Maintain command and control throughout the incident lifecycle.
• •Quickly assess business impact and communicate risk, customer impact, and service degradation to stakeholders.
• •Develop and distribute executive-facing communications, including:
• •Initial incident notifications
• •Status updates
• •Business impact assessments
• •Executive summaries
• •Resolution communications
• •Post-incident reports

• •Translate complex technical information into concise, business-focused messaging for senior leadership.
• •Coordinate post-incident reviews and ensure action items are identified and tracked to completion.
• •Support high-visibility business events, hypercare periods, and executive escalations when service disruptions occur.

Problem Management

• •Identify, classify, and manage problem records to prevent recurring incidents.
• •Analyze incident trends and recurring issues to identify opportunities for systemic improvements.
• •Drive Root Cause Analysis (RCA) efforts following major incidents and significant service disruptions.
• •Coordinate internal and external stakeholders to investigate root causes.
• •Ensure corrective actions are assigned, tracked, and completed.
• •Manage problem records through closure while ensuring proper documentation and knowledge transfer.
• •Promote proactive problem management practices across technology teams.
• •Drive continuous service improvement initiatives that reduce operational risk and improve service stability.

Operational Excellence & Service Governance

• •Coordinate resources and processes required to resolve enterprise-wide outages and service disruptions.
• •Support the continual improvement of Incident, Major Incident, and Problem Management processes.
• •Maintain and enhance operational documentation, standard operating procedures, and knowledge articles.
• •Ensure quality procedures and solutions are documented and readily available to support teams.
• •Collaborate with technical and business teams to improve operational maturity and service reliability.
• •Support reporting, service governance, and operational metrics initiatives.
• •Contribute to ITSM maturity improvements aligned to ITIL best practices and organizational objectives.

Technical Understanding & Impact Assessment

• •Develop and maintain a high-level understanding of Inspire Brands' technology ecosystem, including MDBP, IDP, digital platforms, integrations, APIs, and supporting infrastructure.
• •Understand application dependencies, transaction flow paths, integration points, and service relationships.
• •Quickly identify and assess outage impacts across interconnected business systems.
• •Evaluate risks and potential customer impact during service disruptions.
• •Partner with application, infrastructure, network, security, and vendor teams to accelerate incident diagnosis and resolution.
• •Support continual refinement of service dependency mapping and operational readiness processes.

Communication & Stakeholder Management

• •Communicate effectively with business stakeholders, technical teams, vendors, management, and senior leadership.
• •Develop and deliver executive-level incident communications during high-pressure situations.
• •Facilitate collaboration across multiple technical teams and organizational functions.
• •Influence stakeholders and drive accountability toward resolution and corrective action completion.
• •Maintain professionalism and composure during critical incidents and executive escalations.

Qualifications

Education

Bachelor's Degree in Computer Science, Information Technology, Management Information Systems, or a related field.

Experience

• •Minimum of 3 years of experience in a medium to large enterprise environment.
• •3+ years of experience defining, implementing, and improving IT Service Management (ITSM) processes.
• •3+ years of experience supporting Incident Management, Major Incident Management, and Problem Management practices.
• •Experience leading incident bridge calls and coordinating cross-functional technical teams.
• •Experience facilitating Root Cause Analysis (RCA) and driving corrective actions to resolution.
• •Experience creating executive-level communications during technology incidents and service disruptions

Knowledge, Skills & Abilities

• •Strong understanding of Incident Management and Problem Management principles within an ITIL framework.
• •Knowledge of the Three Lines of Defense model, preferably within a multi-brand shared services organization.
• •Strong analytical, troubleshooting, and problem-solving skills.
• •Demonstrated ability to rapidly learn complex enterprise application ecosystems and business processes.
• •Functional understanding of system architecture, application dependencies, APIs, integrations, and end-to-end transaction flows.
• •Ability to assess outage impacts across interconnected business and technology platforms.
• •Exceptional verbal and written communication skills.
• •Proven ability to create concise, business-focused executive communications.
• •Strong facilitation skills with the ability to lead and direct major incident bridge calls.
• •Ability to influence stakeholders at all levels of the organization.
• •Process improvement mindset focused on operational excellence and service reliability.
• •Experience with IT Service Management platforms such as ServiceNow.
• •Ability to perform effectively in high-pressure environments requiring rapid decision-making and coordination. [Re: HSC Ba...tification | Outlook]

Preferred Qualifications

• •ITIL Foundation Certification or equivalent ITSM certification.
• •Experience supporting digital commerce, customer identity, integration, middleware, or enterprise platform environments.
• •Experience supporting highly integrated enterprise ecosystems with complex application dependencies.
• •Familiarity with transaction flow analysis, service dependency mapping, and impact assessment methodologies.
• •Experience supporting multi