Incident Analyst

TEKsystems • Catonsville, MD

1d • $30 - $35 • Remote

About The Position

The Technical Incident Management (TIM) Analyst is responsible for leading and coordinating the lifecycle of Priority 1-Priority 2 incident, ensuring rapid service restoration, effective stakeholder communication, and proactive identification of recurring service issues. The TIM Analyst serves as the central point of coordination during major incidents, partnering with Service Desk, Infrastructure, Application Support, Network Operations, and business stakeholders to minimize business disruption.

Requirements

• Major Incident Coordination
• Incident Communications

Responsibilities

• Lead Priority 1-2 incidents, management activities from identification through resolution.
• Coordinate technical bridge calls and engage appropriate resolver groups.
• Drive timely escalation of incidents based on business impact and urgency.
• Ensure clear ownership, accountability, and action tracking during incidents.
• Facilitate service restoration while minimizing customer impact.
• Issue initial incident notifications within established KPI targets.
• Provide ongoing executive and stakeholder updates throughout the incident lifecycle.
• Publish closure communications and incident summaries following restoration.
• Maintain incident records within Ivanti and other service management platforms.
• Ensure communication accuracy, consistency, and timeliness.

Benefits

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed