Response and Incident Management Analyst
McKinsey & Company
IT
Wrocław, Poland
Posted on Jan 28, 2025
Response and Incident Management Analyst
Job ID: 94604
Do you want to work on complex and pressing challenges—the kind that bring together curious, ambitious, and determined leaders who strive to become better every day? If this sounds like you, you’ve come to the right place.
Who You'll Work With
Cleansheet Solution is one of the main digital assets within the Operations Practice and Product Development and Procurement team. Used in over hundreds of different engagements last year, and subscribed directly. Cleansheet Solution is looking to launch its next growth wave by expanding its R&D team to target industry verticals where Cleansheets has not been significantly adopted.
The Incident Response & Management Analyst is a critical role within our organization, responsible for managing and coordinating responses to platform incidents and ensuring client satisfaction through effective communication and problem resolution. This role requires a proactive and analytical mindset to promptly detect, classify, and resolve incidents, while maintaining clear, consistent communication with clients and internal teams.
In this role, you will collaborate closely with various teams within the Cleansheet Solution, including the R&D, Product Development, and Procurement teams. Regular interactions with the Operations Practice group will be paramount in ensuring streamlined processes and continuous improvement. Additionally, you will engage with technical support teams to facilitate swift incident resolution and system enhancements.
Your direct interface with clients will necessitate a strong partnership with the client engagement teams to ensure that clients receive comprehensive and timely information.
Your impact within our firm
At McKinsey, the Incident Response & Management Analyst for the Cleansheet Solution plays a pivotal role in our Operations Practice, based within our innovative digital assets division. This role is integral to maintaining the operational excellence of our platform, ensuring seamless client experiences and driving the next wave of growth for Cleansheet Solution.
As an Incident Response & Management Analyst, you will lead the charge in managing and resolving platform incidents. You will promptly detect, classify, and resolve issues, prioritizing incidents based on their severity and business impact, ensuring that high-priority incidents are addressed immediately. Your proactive and analytical mindset will be essential in identifying and mitigating potential disruptions before they affect our clients.
Collaboration is key in this role. You will work closely with the R&D, Product Development, and Procurement teams, as well as the Operations Practice group, to ensure streamlined processes and continuous improvement. Additionally, you will engage with technical support teams to facilitate swift incident resolution and system enhancements. Your direct interface with clients will necessitate a strong partnership with the client engagement teams, ensuring that clients receive comprehensive and timely information during critical incidents.
This role matters because it directly impacts client satisfaction and the overall performance of the Cleansheet Solution platform. By effectively managing incidents and maintaining clear communication with clients and internal teams, you will help safeguard our reputation for excellence and ensure that our clients can rely on our platform to meet their business needs. Your work will be crucial in driving the success and growth of Cleansheet Solution within McKinsey.
Your qualifications and skills
- Undergraduate degree
- 2+ years of experience in incident management, IT operations, or platform support with a focus on analytical platforms or data-driven environments
- Proven track record of managing high-severity incidents, troubleshooting complex issues, and effectively communicating with clients
- Strong knowledge of ITIL or similar frameworks for IT service management
- Experience with conducting root cause analysis, generating incident reports, and leading post-incident reviews
- Ability to manage incidents efficiently while balancing urgency with quality resolution
- Excellent communication skills to interact with both technical teams and non-technical clients
- Experience managing client relationships, particularly during high-pressure situations
- Ability to articulate technical issues clearly and calmly to clients, ensuring they understand incident status, timelines, and resolutions
- Strong customer empathy and a commitment to providing exceptional client service
- Strong troubleshooting and analytical skills to diagnose and resolve complex platform issues
- Ability to think critically, adapt quickly to changing circumstances, and find solutions under pressure
- Strong leadership skills with the ability to manage multiple priorities simultaneously
- Proactive, solution-oriented mindset with a focus on continuous improvement and client needs
- Ability to work effectively in a fast-paced, client-focused environment
- A passion for improving the client experience and ensuring platform reliability
- Certifications (Preferred but Not Required): ITIL certification, Cloud platform certifications, Incident Management or ITSM certifications.
Please review the additional requirements regarding essential job functions of McKinsey colleagues.
FOR U.S. APPLICANTS: McKinsey & Company is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by applicable law.
FOR NON-U.S. APPLICANTS: McKinsey & Company is an Equal Opportunity employer. For additional details regarding our global EEO policy and diversity initiatives, please visit our McKinsey Careers and Diversity & Inclusion sites.
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Job Skill Group - N/A
Job Skill Code - RSSA - Research Science Analyst
Function - Operations;Technology
Industry - Telecommunications
Post to LinkedIn - Yes
Posted to LinkedIn Date - Wed Jan 29 00:00:00 GMT 2025
LinkedIn Posting City - Wroclaw
LinkedIn Posting State/Province -
LinkedIn Posting Country - Poland
LinkedIn Job Title - Response and Incident Management Analyst
LinkedIn Function - Analyst;Information Technology;Quality Assurance
LinkedIn Industry - Computer Software;Information Technology and Services
LinkedIn Seniority Level - Mid-Senior level
Job Skill Code - RSSA - Research Science Analyst
Function - Operations;Technology
Industry - Telecommunications
Post to LinkedIn - Yes
Posted to LinkedIn Date - Wed Jan 29 00:00:00 GMT 2025
LinkedIn Posting City - Wroclaw
LinkedIn Posting State/Province -
LinkedIn Posting Country - Poland
LinkedIn Job Title - Response and Incident Management Analyst
LinkedIn Function - Analyst;Information Technology;Quality Assurance
LinkedIn Industry - Computer Software;Information Technology and Services
LinkedIn Seniority Level - Mid-Senior level