Senior Incident Management Analyst

Job Description

Senior Incident Management Analyst:
On behalf of our Retail Services client, Procom is searching for a Senior Incident Management Analyst for a 1-year contract role. This position is fully remote.

Senior Incident Management Analyst - Job Description:
The Senior Incident Management Analyst will be responsible for leading and managing critical incidents to ensure rapid service restoration and minimal business impact. The role involves coordinating structured discussions and facilitating bridge calls to drive effective communication and resolution.

Senior Incident Management Analyst - Responsibilities:
• Lead and manage P1/P2 incidents end-to-end
• Own and facilitate bridge calls; drive structured discussions
• Deliver clear, concise, and timely communications to stakeholders
• Perform incident triage, impact assessment, and escalation
• Collaborate with SMEs and vendors for troubleshooting and recovery
• Drive post-incident reviews and problem management handoffs
• Identify trends and support continuous improvement of incident management processes

Senior Incident Management Analyst - Mandatory Skills:
• Proven experience in bridge management and incident command
• Excellent written and verbal communication skills (executive-ready updates)
• 5+ years in Incident Management / IT Operations (enterprise environment)
• Experience with ITSM tools (ServiceNow preferred)
• ITIL certification (preferred)
• Ability to participate in an on-call rotation and support after-hours incidents
• Willingness to work weekends and extended hours as required

Senior Incident Management Analyst – Nice-to-Have Skills:
• Strong technical understanding across applications, infrastructure, and network environments
• Experience with cloud environments
• Ability to drive structured bridge execution
• Familiarity with continuous improvement processes
• Experience in enterprise environments

Senior Incident Management Analyst – Assignment Length:
This is a 1-year contract position.

Senior Incident Management Analyst - Start Date:
ASAP.

Senior Incident Management Analyst - Assignment Location:
Remote, based in Toronto, Ontario, Canada.

This employer uses both human and technology-assisted tools to support candidate screening and assessment. Final hiring decisions are made by people.