CCC Intelligent Solutions

Incident Operations Analyst

CCC Intelligent Solutions

full-time

Posted on:

Location Type: Hybrid

Location: Chicago • Illinois • United States

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Salary

💰 $70,138 - $98,000 per year

About the role

  • Serve as the communications lead during incidents and maintenance events, ensuring clear, accurate, and consistent messaging to customers and internal stakeholders.
  • Provide bridge leadership during major incidents: join/establish bridges, drive communication cadence, and coordinate inputs across ICC, SRE, Product, Account Teams, and vendors.
  • Own the communications cadence (initial notification, regular updates, mitigation/restoration, and post-incident wrap-up) and ensure updates meet defined SLAs/expectations.
  • Maintain high-quality documentation during events (timeline, impact statements, customer-facing summaries, decisions, and follow-ups) to support post-incident reviews and reporting.
  • Manage and triage the intake process for IT-related requests, customer questions, and escalations; route to the correct teams and track to resolution.
  • Execute and coordinate escalations when impact, duration, or severity thresholds are met; ensure the right stakeholders are engaged quickly.
  • Own customer communications artifacts (as applicable), ensuring accuracy, approvals, and distribution are completed on time.
  • Own and administer the Status Page (PagerDuty Status Page or similar): publish incidents/maintenance, manage component status, maintain templates, and ensure the page reflects real-time service health.
  • Coordinate incident follow-up activities (post-incident communications, customer-facing summaries, action item tracking) and support continuous improvement.
  • Administer and improve operational processes and procedures related to incident communications, including templates, playbooks, and quality checks.
  • Act as a primary contact for external customers and vendors for incident-related communications, ensuring a professional, empathetic, and customer-first experience.
  • Participate in an on-call rotation to support incident communications and customer updates during off-hours, weekends, and holidays as needed.

Requirements

  • 2+ years of experience in incident communications, IT operations support, service management, or customer communications in a production environment.
  • Able to translate technical updates into clear, customer-ready messaging.
  • Experience operating in high-pressure environments with strong attention to detail and quality control.
  • Exposure to automation and/or AI-assisted workflows (as a user or contributor).
  • Ability to lead/facilitate collaboration across multiple teams and stakeholders, including vendors and customer-facing teams.
  • Strong analytical skills and comfort using metrics and reporting to drive improvements.
  • Self-starter who can work independently, prioritize effectively, and manage multiple concurrent incidents/issues.
Benefits
  • 401K Match
  • Paid time off
  • Annual Incentive Plan
  • Performance Bonus
  • Comprehensive health insurance
  • Adoption Assistance
  • Tuition Reimbursement
  • Wellness Programs
  • Stock Purchase Plan options
  • Employee Resource Groups
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
incident communicationsIT operations supportservice managementcustomer communicationsquality controlautomation workflowsAI-assisted workflowsmetrics analysisreporting
Soft Skills
clear communicationattention to detailcollaborationleadershipself-starterprioritizationindependent workcustomer-first experienceempathy