Incident Management Analyst / FS / Perm / $40-65k P/M

Incident Management Analyst / FS / Perm / $40-65k P/M

Incident Coordinator

Role Overview

We are seeking an experienced Incident Management Analyst / Incident Coordinator to join a large financial services organisation. This role will support the management of production and service incidents, helping to ensure issues are triaged effectively, communicated clearly, and coordinated across the relevant teams through to resolution.

The successful candidate will work closely with technology, operations, and support teams to facilitate incident management activities, support triage, and maintain strong incident handling discipline within a controlled financial services environment. Experience with ServiceNow is important, along with the ability to coordinate effectively across multiple teams during live incidents.

Key Responsibilities

• Support the end-to-end incident management process across business, operations, and technology teams
• Assist with incident triage, ensuring issues are assessed, logged, prioritised, and routed to the correct teams
• Facilitate incident coordination between teams to ensure timely investigation, updates, and resolution
• Use ServiceNow to log, track, update, and manage incidents in line with internal processes
• Ensure incident records are accurate, complete, and maintained to a high standard
• Help drive clear communication during incidents, ensuring stakeholders receive timely and appropriate updates
• Support incident review and follow-up activities, including tracking actions and identifying process improvements
• Work closely with support and operational teams to reduce delays and improve cross-team collaboration during incidents
• Escalate issues appropriately where incidents require urgent attention or wider stakeholder visibility
• Contribute to continuous improvement in incident handling, triage, and service support processes

Required Skills & Experience

• Proven experience in an Incident Management, Service Operations, Production Support, or Service Desk / Coordination role
• Strong working knowledge of ServiceNow
• Experience supporting incident triage and coordinating issues across multiple teams
• Ability to facilitate incident management activities in a structured and controlled environment
• Strong communication and stakeholder coordination skills
• Good understanding of incident management processes and service operations
• Ability to remain organised and calm when managing high-priority issues
• Strong attention to detail and ability to maintain accurate records and updates

Desirable Experience

• Experience within financial services or another regulated environment
• Familiarity with production support, service operations, or ITIL-based service management processes
• Experience supporting major incident or business-critical incident processes
• Understanding of how operations, application support, and technology teams interact in a live service environment

Argyll Scott Asia is acting as an Employment Agency in relation to this vacancy.