Incident & ITLT Analyst

CREATIVITY IS OUR SUPERPOWER. It’s our heritage and it’s also our future. Because we don’t just make toys. We create innovative products and experiences that inspire fans, entertain audiences and develop children through play. Mattel is at its best when every member of our team feels respected, included, and heard—when everyone can show up as themselves and do their best work every day. We value and share an infinite range of ideas and voices that evolve and broaden our perspectives with a reach that extends into all our brands, partners, and suppliers.

Role: Incident Manager & ITIL Analyst Location: Hyderabad, India Expected Hours: All shifts needed Team: I&O Technology Support Services – ITSM Team Reports To: Process Manager - Major Incident Role Overview The Incident Manager & ITIL Analyst is an operational role responsible for supporting Incident and Major Incident Management execution while assisting ITSM Process Managers across multiple ITIL disciplines. This role primarily supports the Major Incident Manager by initiating, maintaining, and coordinating incident bridges during major incidents, ensuring structured execution, accurate tracking, and timely communication. In addition to incident support, the role provides analytical and operational assistance across ITIL processes, including Incident, Problem, Change, Event, Request, Knowledge, and CMDB, helping ensure process adherence, data accuracy, reporting, and continuous improvement. The role works closely with cross-functional technical teams and ServiceNow platform teams to support operational needs, metrics, documentation, and process maturity. Key Responsibilities · Support the Major Incident Manager by initiating, managing, and maintaining incident bridges as required. · Coordinate and facilitate incident bridge calls, ensuring structured execution and accountability. · Maintain structured bridge facilitation, clear accountability, and disciplined execution. · Ensure timely, accurate incident communications via ServiceNow, Microsoft Teams, email, and SMS as required. · Track incident timelines, actions, and outcomes during major incidents. · Assist with post-incident activities, including documentation, reporting, and follow-up actions. · Support day-to-day Incident Management activities and lower-tier incident processes. · Assist ITSM Process Managers across Incident, Problem, Change, Event, Request, Knowledge, and CMDB processes when not maintaining bridge operations. · Ensure ITIL process adherence, data quality, and documentation standards are followed. · Support reporting, KPI tracking, and SLA monitoring across ITSM processes. · Identify process gaps, trends, and improvement opportunities and escalate as appropriate. · Support audit, compliance, and artifact collection activities when required. · Participate in a 24x7 on-call or rotation model to support major incident bridge coverage. · Review performance dashboard, analytics and trends for potential environment impacts. Required Knowledge & Skills · Strong working knowledge of Incident Management and Major Incident Management practices. · Working knowledge of ITIL-based IT Service Management processes. · Hands-on experience with ServiceNow ITSM modules, including Incident, Major Incident, and reporting. · Ability to manage incident bridges in high-pressure environments. · Strong organizational and multitasking skills. · Excellent English communication skills, both written and verbal. · Strong analytical and problem-solving skills. · Ability to work effectively across multiple teams and functions. Qualifications · Bachelor’s degree in Information Technology, Computer Science, or related field, or equivalent practical experience. · 4+ years of experience in IT Service Management or related operational IT roles. · 4+ years of hands-on