About this role

Supports the Incident Management manager by coordinating incident communications, documentation, metrics reporting, RCA artifact collection, and corrective action tracking for BSA Product incidents.
Maintain incident logs, timelines, and communications artifacts; ensure completeness and consistency across stakeholders.
Support incident bridges and updates: capture decisions, actions, and status; publish business-ready summaries.
Track RCA and corrective actions to closure; maintain dependency/action logs and escalate slippage risks.
Produce incident metrics and trend reporting (severity counts, recurrence, time-to-restore patterns).
Ensure evidence is retained for incidents with control implications (approvals, communications, RCA docs).
Coordinate post-incident reviews and document outcomes, lessons learned, and prevention steps.
Partner with IT ops counterparts to translate technical updates into clear stakeholder messages.

High School Diploma or equivalent
3+ years in technology operations, service management (ITIL), PMO, or product ops roles
Strong writing under pressure; able to capture complex situations quickly and accurately
Comfort with operational tooling (ticketing systems, collaboration tools, basic reporting)

Incident Management Business Analyst

Key skills