Incident Operations Analyst

CCC Intelligent Solutions•Chicago, IL

About The Position

CCC Intelligent Solutions Inc. (CCC) is a leading cloud platform for the multi-trillion-dollar insurance economy , creating intelligent experiences for insurers, repairers, automakers, part suppliers, and more. At CCC, we’re making life just work by empowering more than 35,000 businesses with industry-leading technology to get drivers back on the road and to health quickly and seamlessly. We’re pushing boundaries with innovative AI solutions that simplify and enhance the claims and repair journey. Through purposeful innovation and the strength of its connections, CCC technologies empower the people and industry relied upon to keep lives moving forward when it matters most. Learn more about CCC at www.cccis.com . The Role Incident Coordinator Operations Analyst is responsible for executing high-quality, timely, and customer-focused incident and maintenance communications across CCC platforms. The role reduces notification time, improves clarity and consistency of messaging, and provides leadership on major incidents by driving the communication cadence and aligning stakeholders on impact, next updates, and restoration progress. We’re looking for someone who is energized by automation and AI and excited to help CCC evolve toward real-time, self-service status updates and AI-assisted communication workflows. This role collaborates with SRE, Product, Account Teams, and vendors to deliver prompt, accurate updates and escalate outages to the right owners when needed. The successful candidate brings 2-3 years of experience in systems, IT services, incident communications, service management, or a related operational role. They demonstrate strong analytical skills, and the ability to perform in a fast-paced, customer-focused environment. Familiarity with the IT Infrastructure Library (ITIL) framework is a plus.

Requirements

2+ years of experience in incident communications, IT operations support, service management, or customer communications in a production environment.
Able to translate technical updates into clear, customer-ready messaging.
Experience operating in high-pressure environments with strong attention to detail and quality control.
Exposure to automation and/or AI-assisted workflows (as a user or contributor).
Ability to lead/facilitate collaboration across multiple teams and stakeholders, including vendors and customer-facing teams.
Strong analytical skills and comfort using metrics and reporting to drive improvements.
Self-starter who can work independently, prioritize effectively, and manage multiple concurrent incidents/issues.

Nice To Haves

Familiarity with incident management practices (major incident processes, post-incident reviews, and follow-up tracking).
Experience owning or administering a Status Page solution (PagerDuty Status Page or similar).
Knowledge of ITIL concepts and service management best practices.

Responsibilities

Serve as the communications lead during incidents and maintenance events, ensuring clear, accurate, and consistent messaging to customers and internal stakeholders.
Provide bridge leadership during major incidents: join/establish bridges, drive communication cadence, and coordinate inputs across ICC, SRE, Product, Account Teams, and vendors.
Own the communications cadence (initial notification, regular updates, mitigation/restoration, and post-incident wrap-up) and ensure updates meet defined SLAs/expectations.
Maintain high-quality documentation during events (timeline, impact statements, customer-facing summaries, decisions, and follow-ups) to support post-incident reviews and reporting.
Manage and triage the intake process for IT-related requests, customer questions, and escalations; route to the correct teams and track to resolution.
Execute and coordinate escalations when impact, duration, or severity thresholds are met; ensure the right stakeholders are engaged quickly.
Own customer communications artifacts (as applicable), ensuring accuracy, approvals, and distribution are completed on time.
Own and administer the Status Page (PagerDuty Status Page or similar): publish incidents/maintenance, manage component status, maintain templates, and ensure the page reflects real-time service health.
Coordinate incident follow-up activities (post-incident communications, customer-facing summaries, action item tracking) and support continuous improvement.
Administer and improve operational processes and procedures related to incident communications, including templates, playbooks, and quality checks.
Act as a primary contact for external customers and vendors for incident-related communications, ensuring a professional, empathetic, and customer-first experience.
Participate in an on-call rotation to support incident communications and customer updates during off-hours, weekends, and holidays as needed.