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Job Description

Insight Global is seeking an Infrastructure Analyst to join a large enterprise client, serving as the lead for their Priority 1 incident management team. This role is responsible for coordinating the end-to-end response to critical incidents, ensuring swift resolution and minimal business impact. The analyst will act as the primary liaison between tiered support teams—including Service Desk, technical support, application owners, and business units—facilitating real-time communication and escalation. They will provide timely updates to executive leadership throughout the incident lifecycle, maintain accurate documentation in the ITSM platform (e.g., ServiceNow), and lead post-incident reviews (PIRs) to identify root causes and drive continuous improvement. Additionally, the analyst will take ownership of Problem Management activities, ensuring that recurring issues are addressed and resolved to prevent future disruptions.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [email protected] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

Skills and Requirements

5+ years of experience in IT Service Management or Incident Management in a large enterprise.

Must have a bachelor’s degree

Strong understanding of ITIL practices, especially Incident, Problem, and Change Management. Knowing how to prioritize incidents (e.g., P1–P4) based on impact and urgency

Ability to create and manage a backlog of improvement topics, including required effort, timing, and priority

Understanding of how Infrastructure, Networks and Data Centers in an enterprise environment work.

IT Ticketing Investigation and Resolution, after the incident is fixed, be able to lead a transverse group of resources to investigate root cause and follow up actions. Communicate with the users, the fixers and be able to make sure the problem does not occur again.

Proven ability to manage high-pressure situations with multiple stakeholders.

Excellent communication and facilitation skills, both written and verbal.

Must have great soft skills – communication, problem solving, analytical minded. -IT Project Management Experience.

-Experience with Service now.

-Experience with an ITSM Tools Ex) Remedy or Salesforce

-Lean or Agile experience, for backlog management, sprints and retrospections.