Incident Management Analyst

About the role

The Incident Management Analyst supports IT incident management and service desk operations within sports venues and event environments. The role ensures smooth IT operations, timely incident resolution, and operational reliability during both sporting events and non‑event periods.

Key responsibilities

• Monitor and manage IT incidents and service requests within defined SLAs.
• Provide first‑level service desk and technical support.
• Support installation, maintenance, and troubleshooting of IT and network infrastructure.
• Coordinate with technical teams for incident escalation and resolution.
• Maintain incident logs, operational documentation, and reporting.
• Ensure operational continuity during events and daily operations.
• Assist with hardware, software, and connectivity troubleshooting.

Required profile

• 2–4 years of experience in IT support, service desk, incident management, or technical operations.
• Experience with ITSM or ticketing systems is preferred.
• Exposure to network operations or event environments is an advantage.
• Bachelor’s degree or diploma in IT, Computer Science, Networking, or a related field.

Required skills

• ITSM tools
• Ticketing systems
• Network infrastructure knowledge