Job Description

Senior Incident Analyst

The Senior Incident Analyst is responsible for overseeing and coordinating incident management activities to ensure timely service restoration and minimal business impact. This role leads incident triage, prioritization, escalation, and communication, particularly during high-impact and major incidents. The position also performs incident trend and baseline analysis, drives operational improvements, and serves as a key point of contact for internal teams, vendors, and senior stakeholders. The Senior Incident Analyst ensures consistent execution of incident handling processes and contributes to overall service stability and resilience.

Key Responsibilities

• Incident Management & Operations

• Monitor and manage the incident queue using Jira Service Management to ensure timely handling and resolution
• Perform incident triage, validation, prioritization, and assignment to appropriate resolver groups
• Coordinate resolution activities across support teams and vendors
• Escalate critical incidents to management in line with defined escalation procedures

• Major Incident Coordination & Communication

• Act as a key coordinator for high-impact and major incidents
• Facilitate incident calls and coordinate recovery actions
• Provide clear, regular, and timely status updates to business users, management, and senior stakeholders
• Manage communication with internal teams, external vendors throughout the incident lifecycle

• Analysis, Reporting & Baseline Monitoring

• Maintain accurate incident records, metrics, and operational dashboards
• Perform incident trend, pattern, and baseline analysis to identify recurring issues and abnormal spikes
• Prepare post-incident reports, including impact summaries and improvement actions
• Provide analytical insights to support root cause investigation and long-term remediation activities

• Process Ownership & Continuous Improvement

• Continuously review and refine incident management procedures and operational guidelines
• Act as product owner for the Incident Management portal, driving enhancements and adoption
• Support audit, compliance, and continuous service improvement initiatives
• Participate in and contribute to new technology or tooling initiatives related to incident monitoring and management

• Disaster Recovery (DR) Coordination

• Coordinate Disaster Recovery (DR) planning, testing, and execution activities.
• Schedule and facilitate DR drills with business and technology teams.
• Track and report DR readiness, risks, issues, and remediation actions.
• Maintain DR documentation and ensure it remains current and compliant with organizational standards.
• Liaise with internal stakeholders to ensure successful recovery testing and business continuity preparedness.

Qualifications & Experience

• Bachelor’s degree in Information Technology, Business, or a related discipline
• 8+ years of experience in incident management, IT operations, or production support
• Strong working knowledge of incident lifecycle management and service operations
• Hands-on experience with Jira Service Management and SMAX
• Proven ability to analyze data, produce reports, and communicate insights effectively
• Experience operating in complex, multi-vendor or enterprise environments

Skills & Competencies

• Strong analytical and problem-solving abilities
• Excellent communication and stakeholder management skills
• Ability to perform effectively under pressure and during major incidents
• Strong organizational skills with the ability to manage multiple priorities
• High attention to detail and data accuracy
• Good Communication in English, Cantonese, and Putonghua

• Experience in pension or financial services environments is an advantage
• Project Management experience is an advantage

Key Success Indicators

• Timely incident resolution and minimized business impact
• Accurate incident categorization and data quality
• Effective communication during high-severity incidents
• Improved incident trends through proactive analysis and improvement actions
• Positive outcomes from audits and operational reviews