Delivery Hero

1 week ago

Incident Analyst

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 5 hours agoStatus: Live

Job Summary

Monitor contact center operations in real time across phone, chat, and email, tracking queue performance and service levels during critical events. Triage and resolve Level 1–3 incidents using established SOPs, escalating complex cases with complete documentation and accurate ITSM records. Coordinate with stakeholders on incident status and workarounds, generate performance and SLA reporting, and adjust workforce plans by tracking adherence and deviations.

Location: Kuala Lumpur

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Entry level

Key Responsibilities

•Track queue performance across phone, chat, and email channels.
•Assess incoming issues and independently resolve Level 1–3 incidents using established SOPs.
•Route complex incidents to global support with full documentation and maintain accurate ITSM records.
•Update users, management, and internal teams on incident status, timelines, and workarounds.
•Generate and analyze reports on incident trends, SLA impacts, and system uptime, including monitoring adherence and coordinating workforce adjustments.

Key Requirements

•Diploma or equivalent in Information Technology, Business Administration, or a related field.
•3–4 years of experience in contact center operations, real-time monitoring, or IT service desk environments.
•Ability to work highly independently with minimal supervision in a fast-paced environment.
•Strong familiarity with WFM systems and ACD/telephony platforms.
•Proficiency in Excel/Google Sheets for data analysis and experience with ITSM tools such as ServiceNow or Jira Service Desk.

Experience:3-4 yearsContact center operationsReal-time monitoringIT service desk

Education:Certification / Diploma in Information Technology

Skills:Stakeholder managementCommunicationAttention to detailMultitasking under pressureSOP adherence

Languages:English

Tech Stack:WFMACDTelephonyExcelGoogle SheetsITSMServiceNowJira Service Desk

Company Brief

Delivery Hero

Global online food-ordering and local delivery platform operating multiple regional brands (e.g., Foodpanda, Glovo, Talabat) across 50–70+ countries, supplying food and quick-commerce deliveries via marketplace and logistics services.

Industry: Online Marketplaces

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Berlin, Germany

Founded: 2011

Glassdoor: 3.4

Website LinkedIn Glassdoor

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Delivery Hero

1 week ago

Incident Analyst

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 5 hours agoStatus: Live

Job Summary

Location: Kuala Lumpur

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Entry level

Key Responsibilities

•Track queue performance across phone, chat, and email channels.
•Assess incoming issues and independently resolve Level 1–3 incidents using established SOPs.
•Route complex incidents to global support with full documentation and maintain accurate ITSM records.
•Update users, management, and internal teams on incident status, timelines, and workarounds.
•Generate and analyze reports on incident trends, SLA impacts, and system uptime, including monitoring adherence and coordinating workforce adjustments.

Key Requirements

•Diploma or equivalent in Information Technology, Business Administration, or a related field.
•3–4 years of experience in contact center operations, real-time monitoring, or IT service desk environments.
•Ability to work highly independently with minimal supervision in a fast-paced environment.
•Strong familiarity with WFM systems and ACD/telephony platforms.
•Proficiency in Excel/Google Sheets for data analysis and experience with ITSM tools such as ServiceNow or Jira Service Desk.

Experience:3-4 yearsContact center operationsReal-time monitoringIT service desk

Education:Certification / Diploma in Information Technology

Skills:Stakeholder managementCommunicationAttention to detailMultitasking under pressureSOP adherence

Languages:English

Tech Stack:WFMACDTelephonyExcelGoogle SheetsITSMServiceNowJira Service Desk

Company Brief

Delivery Hero

Industry: Online Marketplaces

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Berlin, Germany

Founded: 2011

Glassdoor: 3.4

Website LinkedIn Glassdoor