Technology Operations Senior Analyst

About the role

The Senior Incident & Problem Management Analyst is responsible for ensuring a cohesive Incident Management, Major Incident Management, and Problem Management practice across Inspire Brands Shared Services. This role leads the Major Incident Management process supporting Shared Services, E-Commerce, Infrastructure, and other critical enterprise platforms. The analyst serves as the central coordinator during major incidents, leading technical bridge calls, driving rapid engagement of support teams, managing executive communications, and ensuring timely service restoration. This role is responsible for crafting clear, concise, and business-focused communications for senior leadership throughout the incident lifecycle, translating complex technical issues into actionable business updates. In addition to Major Incident Management responsibilities, the analyst owns key aspects of the Problem Management practice, driving root cause analysis, coordinating corrective actions, and identifying opportunities for long-term incident reduction through ITIL-aligned best practices. Success in this role requires the ability to quickly develop and maintain a strong functional understanding of Inspire Brands' critical technology ecosystem, including MDBP, IDP, digital commerce platforms, integrations, APIs, infrastructure components, and end-to-end transaction flows. The analyst must be capable of rapidly assessing business impact, understanding system dependencies, and coordinating technical teams during high-severity incidents.

Responsibilities

• Lead and coordinate Major Incident Management activities for enterprise technology services and platforms.