Incident Management Analyst

Location: Vadodara

We are a market-leading independent retail & business systems integrator & managed service provider, based in Abingdon & Baroda.  We focus on nurturing a common positive culture across both of our offices. In work, our core values drive everything that we do. You will be trusted to deliver your role, and you will understand how your contribution impacts the success of PMC. We will ensure that you are equipped to deliver an outstanding service for our customers. Your opinions count, and you have a voice.

The Role

The Incident Management Analyst is a key role in the successful delivery of a high-quality managed service.  The role will be responsible for managing incidents throughout their entire lifecycle irrespective of resolver group. This will include proactively examining incident queues to safeguard achievement of contracted service levels, taking remedial action by matrix managing assigned analysts and resolver teams to prevent incidents from breeching KPIs & SLAs.


A high level of collaboration and communication, both verbally and written with customers and resolver groups is extremely important function of the role. The Incident Management Analyst will be responsible for ensuring that focus is enhanced, and incident resolution is expediting during times of escalation and high priority, high severity incidents.


  • Excellent written and spoken communication skills.
  • Extensive experience working in an IT business handling IT related incidents and managing them to resolution adhering to tight deadlines.
  • Managing customer escalations taking the emotion out of a situation through delivery of commitments relating to positive actions.
  • Excellent management skills and ability to drive resolution of a problem achieving customer satisfaction.
  • High degree of experience working with Microsoft Office, specifically Excel, PowerPoint, and Word.
  • Confidence to matrix management technically skilled analysts to deliver against tight SLAs.
  • Ability to set and manage customer expectations during stressful periods whilst a customer is under extreme senior management pressure to rectify business impacting issues.
  • Ability to continuously build/rebuild relationships resulting from changing customer contacts.
  • Demonstrate experience of effectively managing 3rd party suppliers ensuring that underpinned SLAs are met/exceeded.
  • Ability to demonstrate a resilience that enables rapid recovery from difficult situations e.g. less than acceptable delivery of service.
  • ITIL Practitioner in one of the ITIL functions will be an advantage e.g. IT service management service level management, continual service improvement or similar.
  • Comfortable to operate during core in-country customer operational hours e.g. UK is 09:00 – 18:00 BST.
  • To participate in providing rotational function support during periods of expected workload peaks, e.g. bank holidays, weekends, customer’s golden quarter etc. 

Why Should You Apply? 

  • You will get exposure of interacting with our UK based customers and gain good understandings of IT support framework and processes.
  • We offer a competitive salary, excellent career opportunities and a range of employee benefits to those who join us on a permanent basis.
  • Our teams work hard, so we also know that it’s important to have some fun, and our social committees in both offices organize regular events for our teams and our families!
  • At PMC, we also recognize that for our employees their job is only part of the bigger role we play in the lives of those who we care for, and who care for us. Family first will always be at the heart of PMC and is key to doing the right thing.

Life @ PMC

We are supportive and approachable. We have zero room for discrimination and are proud to be an equal opportunities employer. Being a part of PMC, you have an opportunity to really add value and make this role your own. With our continuous learning and collaborative actions, we believe in taking ownership and going the extra mile to deliver.


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When you apply for a position with us you are confirming that you have read and understood the information set out in our Privacy Notice for Job Applicants. As such you are voluntarily providing personal information gathered in the recruitment process. This information will be used for the purposes of your application to work with Paul Mason Consulting or any of our customers, based on lawful reasons contained in our policy. If your application is not taken forward for any reason, we will still retain all personal information gathered during the recruitment process for a period of 12 months. This is in order to contact you about other work we feel may be of interest.

You also understand that your consent to PMC Ltd. continuing to hold this personal information is entirely separate to any recruitment processes and that you are free to withdraw your consent in writing at any time.

To apply please e-mail your CV and brief covering letter to