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Incident Management ITIL

Los Angeles, CA · On-site

Incident Management ITILIntroduction: The Incident Management ITIL position is a crucial role ... Conduct thorough Root Cause Analysis to identify underlying issues and prevent recurrence.

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How much do incident management analyst jobs pay per hour?

As of Jun 25, 2026, the average hourly pay for incident management analyst in the United States is $38.31, according to ZipRecruiter salary data. Most workers in this role earn between $28.85 and $43.51 per hour, depending on experience, location, and employer.

What is an incident management analyst?

An incident management analyst is responsible for identifying, analyzing, and resolving IT incidents to restore normal service operations quickly. They often use incident management tools and follow established procedures to minimize downtime and prevent future issues, requiring strong problem-solving and communication skills.

What is the role of an incident analyst?

An incident management analyst is responsible for identifying, analyzing, and resolving IT incidents to minimize service disruptions. They monitor systems, coordinate response efforts, and document incidents to improve future response and prevent recurrence, often using tools like ticketing systems and following established procedures.

What are the 5 C's of incident management?

The 5 C's of incident management are typically Communication, Coordination, Containment, Correction, and Closure. These principles help Incident Management Analysts effectively handle incidents by ensuring clear communication, coordinated response efforts, containment of the issue, corrective actions, and proper closure of the incident. Mastery of these steps is essential for efficient incident resolution and minimizing impact.

What are the key skills and qualifications needed to thrive as an Incident Management Analyst, and why are they important?

To thrive as an Incident Management Analyst, you need strong analytical abilities, ITIL or similar process knowledge, and experience in IT operations or service management. Familiarity with incident management tools like ServiceNow, Jira Service Management, or BMC Remedy, as well as ITIL certification, is commonly required. Outstanding communication, problem-solving, and organizational skills help you coordinate responses and manage multiple incidents efficiently. These competencies ensure timely resolution of IT issues, minimize business disruptions, and maintain high service quality.

Is SOC an entry level job?

A Security Operations Center (SOC) analyst role is often considered entry-level, especially for those with basic cybersecurity knowledge and certifications like CompTIA Security+ or Cisco Cybersecurity Operations. However, some SOC positions require prior experience or specialized skills, and advancement typically involves gaining experience and additional certifications.

How does an Incident Management Analyst typically collaborate with other IT teams during a major incident?

Incident Management Analysts play a central role in coordinating communication and action during major IT incidents. They often act as the primary point of contact, facilitating updates between technical teams such as network, security, and application support. By organizing incident bridges or conference calls, they ensure all relevant stakeholders are aligned on the issue and its resolution steps. Effective collaboration helps minimize downtime and ensures a swift, unified response to restore services.

What is the difference between Incident Management Analyst vs Service Desk Analyst?

AspectIncident Management AnalystService Desk Analyst
Required CredentialsITIL certification, relevant technical certificationsITIL certification, basic technical knowledge
Work EnvironmentIT operations, incident response teamsHelp desk, customer support
Employer & IndustryIT service providers, large corporationsIT support companies, internal IT departments
Common Search & ComparisonYesYes

The Incident Management Analyst focuses on identifying, analyzing, and resolving IT incidents to restore services quickly, often working within IT operations teams. In contrast, the Service Desk Analyst primarily handles initial user support, logging issues, and providing basic troubleshooting. While both roles require ITIL knowledge and technical skills, Incident Management Analysts typically work in more specialized incident response environments, whereas Service Desk Analysts serve as the first point of contact for end-users.

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Incident Management Analyst jobs near you
Infographic showing various Incident Management Analyst job openings in the United States as of June 2026, with employment types broken down into 1% As Needed, 84% Full Time, and 15% Part Time. Highlights an 94% Physical, 2% Hybrid, and 4% Remote job distribution, with an average salary of $79,692 per year, or $38.3 per hour.
Assoc Enterprise Monitoring & Critical Incident Mgmt Analyst

Assoc Enterprise Monitoring & Critical Incident Mgmt Analyst

Fairview Health Services

Minneapolis, MN • On-site

$74K - $104K/yr

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Posted 21 days ago

Fairview Health Services rating

7.8

Company rating: 7.8 out of 10

Based on 241 frontline employees who took The Breakroom Quiz

136th of 875 rated healthcare providers

Job description

Job Overview
The IT Enterprise Monitoring & Critical Incident Mgmt Associate is an entry-level technical role within the Technical Operations Center (TOC), responsible for supporting enterprise-wide monitoring operations and assisting in critical incident management (CIM). This role focuses on responding to system alerts, maintaining monitoring tools, and contributing to performance analysis and documentation. The Enterprise Monitoring & Critical Incident Mgmt Associate collaborates with support teams across L0-L4 tiers, assists in vendor coordination, and supports service level tracking. This position is ideal for individuals with foundational IT infrastructure experience and a strong desire to grow in enterprise monitoring and incident response.
Essential Functions:
Monitoring Operations & Alert Response:
  • Assist in configuring and maintaining monitoring tools and dashboards.
  • Respond to system alerts and anomalies, escalating as needed for resolution.
  • Support basic scripting tasks for monitoring servers and applications.
  • Help integrate monitoring tools into TOC dashboards for operational visibility.

Performance Analysis & Optimization:
  • Collect and review system performance metrics to identify trends.
  • Conduct routine health checks and assist in capacity planning.
  • Recommend adjustments to monitoring thresholds under guidance.
  • Collaborate with infrastructure teams to ensure proper logging and backup procedures.

Critical Incident Management Support:
  • Participate in incident response activities under supervision.
  • Provide monitoring data to aid in diagnosis during critical events.
  • Assist in documenting post-incident reviews and lessons learned.
  • Ensure monitoring coverage supports CIM protocols and readiness.

Service Level Management:
  • Monitor SLA and OLA performance across systems and services.
  • Help identify SLA breaches and support corrective action planning.
  • Collaborate with service owners to align monitoring thresholds.
  • Contribute to service improvement initiatives using performance data.

Project Support & Technical Collaboration:
  • Support project teams by documenting monitoring requirements.
  • Assist in testing and deploying new monitoring solutions.
  • Participate in cross-functional efforts to improve monitoring coverage.
  • Follow monitoring standards and guidelines in project implementations.

Governance, Documentation & Compliance:
  • Maintain SOPs, diagrams, and monitoring configurations.
  • Support compliance audits by providing monitoring data and documentation.
  • Ensure monitoring practices align with organizational standards.
  • Assist in updating best practices for monitoring and event management.

Vendor & Enterprise Monitoring Team Coordination:
  • Collaborate with vendors to support tool deployment and maintenance.
  • Help track daily operations and performance metrics for the monitoring team.
  • Participate in vendor meetings and provide feedback on service delivery.
  • Monitor vendor SLA compliance and escalate issues as needed.

Collaboration & Requirements Gathering:
  • Work with support teams to gather monitoring requirements and feedback.
  • Participate in workshops and technical sessions to align monitoring capabilities.
  • Promote knowledge sharing and cross-team collaboration.
  • Support onboarding of new team members and technologies.

Training & Enablement:
  • Learn and apply monitoring tools and practices under mentorship.
  • Assist in developing training materials and documentation.
  • Participate in training sessions and workshops.
  • Stay current with emerging technologies and contribute to team readiness.

Innovation & Process Improvement:
  • Identify basic opportunities for automation and AI integration.
  • Suggest enhancements to existing tools and processes.
  • Participate in pilot projects for new monitoring technologies.
  • Support continuous improvement initiatives across monitoring functions.

General Responsibilities:
  • Perform other duties as assigned, including participation in special projects or strategic initiatives.
  • Participate in on-call rotations to support critical incident response.
  • Adhere to organizational policies, procedures, and standards, including data privacy and security protocols.

Experience
  • 1-3 years of experience in Network Operations Center (NOC), Technical Operations Center (TOC), or similar IT infrastructure roles.
  • Basic knowledge of operating systems: Windows, Unix, Linux.
  • Familiarity with network troubleshooting tools and protocols (TCP/IP, DNS, ping, traceroute).
  • Exposure to high-severity incident support and CIM protocols.
  • Experience with monitoring tools such as SCOM, SolarWinds, Splunk, Dynatrace, ThousandEyes, OpenNMS, or similar.
  • Experience using ServiceNow or other ITSM platforms.
  • Ability to interpret process flows and technical documentation.
  • Strong communication and customer service skills.
  • Proficient in MS Excel, Visio, and PowerPoint.
  • Detail-oriented and capable of working independently or in a team setting.

Education
  • Bachelor's degree in information technology, Business Administration, or a related field required; however, equivalent experience in the field may be considered in lieu of a degree.

Certification
  • ITIL Foundation Certification required
  • CCNA, MCSE, or equivalent certifications preferred.
  • Vendor management or leadership training certifications are a plus.

Benefit Overview
Fairview offers a generous benefit package including but not limited to medical, dental, vision plans, life insurance, short-term and long-term disability insurance, PTO and Sick and Safe Time, tuition reimbursement, retirement, early access to earned wages, and more! Please follow this link foradditional information: https://www.fairview.org/careers/benefits/noncontract
Compensation Disclaimer
The posted pay range is for a 40-hour workweek (1.0 FTE). The actual rate of pay offered within this range may depend on several factors, such as FTE, skills, knowledge, relevant education, experience, and market conditions. Additionally, our organization values pay equity and considers the internal equity of our team when making any offer. Hiring at the maximum of the range is not typical. If your role is eligible for a sign-on bonus, the bonus program that is approved and in place at the time of offer, is what will be honored.
EEO Statement
EEO/Vet/Disabled: All qualified applicants will receive consideration without regard to any lawfully protected status

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About Fairview Health Services

Sourced by ZipRecruiter

Fairview Health Services is an industry-leading, award-winning nonprofit that offers an entire network of healthcare services. Fairview is one part of M Health Fairview, a partnership between the University of Minnesota, M Physicians and Fairview Health Services. Together, we combine the University's deep history of clinical innovation and training with Fairview's extensive roots in community medicine. Our care portfolio includes community hospitals, academic hospitals, primary and specialty care clinics, senior facilities, facilitated living centers, rehabilitation centers, home health care services, counseling, pharmacies and benefit management services.

Industry

Health care and social assistance

Company size

10,000+ Employees

Headquarters location

Minneapolis, MN, US

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