Incident Manager & ITIL Analyst(Analyst IT Operations)

Responsibilities

• Support the Major Incident Manager by initiating, managing, and maintaining incident bridges as required.
• Coordinate and facilitate incident bridge calls, ensuring structured execution and accountability.
• Maintain structured bridge facilitation, clear accountability, and disciplined execution.
• Ensure timely, accurate incident communications via ServiceNow, Microsoft Teams, email, and SMS as required.
• Track incident timelines, actions, and outcomes during major incidents.
• Assist with post-incident activities, including documentation, reporting, and follow-up actions.
• Support day-to-day Incident Management activities and lower-tier incident processes.
• Assist ITSM Process Managers across Incident, Problem, Change, Event, Request, Knowledge, and CMDB processes when not maintaining bridge operations.
• Ensure ITIL process adherence, data quality, and documentation standards are followed.
• Support reporting, KPI tracking, and SLA monitoring across ITSM processes.
• Identify process gaps, trends, and improvement opportunities and escalate as appropriate.
• Support audit, compliance, and artifact collection activities when required.
• Participate in a 24x7 on-call or rotation model to support major incident bridge coverage.
• Review performance dashboard, analytics and trends for potential environment impacts.
• Required Knowledge & Skills
• Strong working knowledge of Incident Management and Major Incident Management practices.
• Working knowledge of ITIL-based IT Service Management processes.
• Hands-on experience with ServiceNow ITSM modules, including Incident, Major Incident, and reporting.
• Ability to manage incident bridges in high-pressure environments.
• Strong organizational and multitasking skills.
• Excellent English communication skills, both written and verbal.
• Strong analytical and problem-solving skills.
• Ability to work effectively across multiple teams and functions.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent practical experience.
• 4+ years of experience in IT Service Management or related operational IT roles.
• 4+ years of hands-on experience working with the ServiceNow platform.
• 3+ years of experience supporting major or managing incident bridge coordination and communications
• Experience supporting Incident or Major Incident Management activities.
• ITIL v3 Foundation or ITIL v4 certification required.
• Preferred Qualifications & Skills
• Knowledge of SIAM, CFS, or enterprise service delivery models.
• Experience with ITSM reporting, dashboards, and metrics tracking.
• Exposure to AI-driven ITSM capabilities, automation, or AIOps.
• Experience working with ServiceNow reporting or Performance Analytics.
• Experience supporting multiple ITIL process areas in a cross-functional capacity.
• Experience with other dashboard environments such Grafana, or ServiceNow.
• Demonstrated a growth mindset by staying curious and continuously learning, embracing challenges, and improving themselves.
• How We Work:
• We are a purpose driven company aiming to empower generations to explore the wonder of childhood and reach their full potential. We live up to our purpose employing the following behaviors:
• We collaborate: Being a part of Mattel means being part of one team with shared values and common goals. Every person counts and working closely together always brings better results. Partnership is our process and our collective capabilities is our superpower.
• We innovate: At Mattel we always aim to find new and better ways to create innovative products and experiences. No matter where you work in the organization, you can always make a difference and have real impact. We welcome new ideas and value new initiatives that challe

Additional Information

The Incident Manager & ITIL Analyst is an operational role responsible for supporting Incident and Major Incident Management execution while assisting ITSM Process Managers across multiple ITIL disciplines. This role primarily supports the Major Incident Manager by initiating, maintaining, and coordinating incident bridges during major incidents, ensuring structured execution, accurate tracking, and timely communication. In addition to incident support, the role provides analytical and operational assistance across ITIL processes, including Incident, Problem, Change, Event, Request, Knowledge, and CMDB, helping ensure process adherence, data accuracy, reporting, and continuous improvement. The role works closely with cross-functional technical teams and ServiceNow platform teams to support operational needs, metrics, documentation, and process maturity.

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