Incident Analyst at Delivery Hero

Kuala Lumpur, Kuala Lumpur, Malaysia -

Full Time

Start Date

Immediate

Expiry Date

11 Oct, 26

Salary

0.0

Posted On

14 Jul, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Real-Time Monitoring, Incident Triage, Stakeholder Management, Performance Reporting, SLA Management, Workforce Coordination, ITSM Tools, WFM Systems, ACD/Telephony Platforms, Data Analysis, Excel, Google Sheets, ServiceNow, Jira Service Desk, Incident Resolution, Process Improvement

Industry

technology;Information and Internet

Description

Company Description foodpanda is part of the Delivery Hero Group, the world’s pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in around 65 countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index. Job Description ABOUT THE ROLE The Incident Analyst monitors contact center operations in real time, manages incident triage, and ensures service level targets are consistently maintained. Acting as the first line of response for operational disruptions across multiple channels and markets, this role requires a highly independent professional who can seamlessly manage stakeholders and drive performance reporting during critical events. KEY RESPONSIBILITIES Real-Time Monitoring: Track queue performance across phone, chat, and email channels. Incident Triage & Resolution: Assess incoming issues and independently resolve Level 1,2 and 3 incidents using established SOPs. Escalation & Documentation: Route complex incidents to global support with full documentation and maintain accurate ITSM records. Stakeholder Management: Keep users, management, and internal teams updated on incident status, timelines, and workarounds. Performance Reporting: Generate and analyze reports on incident trends, SLA impacts, and system uptime. SLA & Workforce Coordination: Flag SLA deviations, trigger intraday adjustments, and coordinate headcount interventions with RTM/planners. Adherence Tracking: Monitor agent schedule adherence and alert team leads to real-time deviations. Process Improvement: Contribute to the knowledge base and participate in incident reviews to optimize management processes. Execute Contingency for High Emergency: Deploy contingency plans based on SOPs and use critical decision making skills for edge cases Qualifications Education: Diploma or equivalent qualification in Information Technology, Business Administration, or any related field. Experience: 3–4 years of experience in contact center operations, real-time monitoring, or IT service desk environments. Autonomy: Proven ability to work highly independently with minimal supervision in a fast-paced environment. Technical Skills: Strong familiarity with WFM systems and ACD/telephony platforms. Proficiency in Excel/Google Sheets for data analysis and performance reporting. Experience working with standard ITSM tools (e.g., ServiceNow, Jira Service Desk). Soft Skills: Excellent stakeholder management and communication skills (both written and verbal). Strong attention to detail with the ability to multitask effectively under pressure. Ability to strictly follow and execute structured SOPs during critical disruptions.

Responsibilities

The Incident Analyst monitors contact center operations in real time to manage incident triage and maintain service level targets. The role involves resolving operational disruptions, coordinating with stakeholders, and generating performance reports on system uptime and SLA impacts.