Incident Management Analyst

Role Purpose:

Support incident management and service desk operations within sports venues and event environments, ensuring smooth IT operations, timely incident resolution, and operational reliability during sporting events and non-event periods.

Roles & Responsibilities:

• Monitor and manage IT incidents and service requests within SLAs

• Provide first-level Service Desk and technical support

• Support installations, 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

• Support hardware, software, and connectivity troubleshooting

Preferred Experience:

• 2–4 years of experience in IT Support, Service Desk, Incident Management, or Technical Operations environments

• Experience in ITSM/ticketing systems is preferred

• Exposure to network operations or event environments is an advantage

Education & Skills:

• Bachelor’s Degree or Diploma in Information Technology, Computer Science, Networking, or related field

• Knowledge of IT Support and Service Desk operations

• Basic understanding of network infrastructure and troubleshooting

• Familiarity with ITSM tools and ticketing systems

• Good communication and coordination skills

• Ability to work in fast-paced operational environments