Incident Review, RCA Analyst
Broadridge
full-time
Posted on:
Location Type: Hybrid
Location: Manila • Philippines
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About the role
- Review incident and problem report to ensure clarity, accuracy, and completeness.
- Summarize key findings, validate root causes, and document corrective and preventive actions.
- Ensure Problem Management processes and reporting timelines are consistently followed.
- Track the progress and closure of post‑incident reviews.
- Identify recurring patterns or trends in incident data for further improvement.
- Coordinate with cross‑functional teams globally to gather insights and align next steps.
- Maintain structured documentation of RCAs, lessons learned, and preventive actions.
- Prepare concise summaries and communication updates for management.
- Support continuous improvement in RCA quality and problem management practices.
- Contribute to the creation and maintenance of recovery playbooks and reference materials.
Requirements
- Background in IT Support, Operations, Service Desk, BPO, Call Center, or similar service environments.
- Experience documenting incidents, analyzing information, or supporting troubleshooting processes.
- Demonstrated ability to manage multiple priorities and ensure process consistency.
- Strong analytical skills with excellent attention to detail.
- Exceptional written and verbal communication abilities.
- Highly organized and methodical in managing documentation and follow-ups.
- Collaborative, proactive, and comfortable working across functions and time zones.
- Calm under pressure, able to maintain quality and professionalism during time-sensitive reviews.
- Customer-focused mindset with strong ownership and accountability.
Benefits
- Professional development opportunities
- 8,500+ online courses covering business, leadership, technical, and function-specific topics through LinkedIn Learning
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
incident managementproblem managementroot cause analysisdocumentationdata analysistroubleshootingprocess improvementreportingquality assurancerecovery playbooks
Soft skills
analytical skillsattention to detailwritten communicationverbal communicationorganizational skillscollaborationproactivitycalm under pressurecustomer focusaccountability