Incident Response Analyst II

Why Valvoline Global Operations?
 
At Valvoline Global Operations, we’re proud to be The Original Motor Oil, but we’ve never rested on being first. Founded in 1866, we introduced the world’s first branded motor oil, staking our claim as a pioneer in the automotive and industrial solutions industry. Today, as an affiliate of Aramco, one of the world’s largest integrated energy and chemicals companies, we are driven by innovation and committed to creating sustainable solutions for a better future.

With a global presence, we develop future-ready products and provide best-in-class services for our partners around the world. For us, originality isn’t just about where we began; it’s about where we’re headed and how we’ll lead the way. We are originality in motion.

Our corporate values—Care, Integrity, Passion, Unity, and Excellence—are at the heart of everything we do. These values define how we operate, how we treat one another, and how we engage with our partners, customers, and the communities we serve. At Valvoline Global, we are united in our commitment to:

•    Treating everyone with care.
•    Acting with unwavering integrity.
•    Striving for excellence in all endeavors.
•    Delivering on our commitments with passion.
•    Collaborating as one unified team.

When you join Valvoline Global, you’ll become part of a culture that celebrates creativity, innovation, and excellence. Together, we’re shaping the future of automotive and industrial solutions.

Job Purpose

The Incident Response Analyst II is responsible for the day-to-day execution and continuous improvement of Incident Management processes, with primary responsibility for supporting the organization's Major Incident Management (MIM) program. This role coordinates the response to high-impact incidents, facilitates communication between technical teams and business stakeholders, and drives incidents through to resolution while minimizing business disruption.

In addition to Major Incident Management, the Incident Response Analyst II supports standard IT Service Management (ITSM) processes, including Incident and Request Management, and serves as a key resource for process adherence, reporting, and continuous service improvement. This position participates in an on-call/standby rotation and provides after-hours and weekend support for critical incidents as required.

How You Make an Impact (Job Accountabilities)

Major Incident Management

• Lead and coordinate the Major Incident Management process for high-priority (P1/P2) incidents from identification through service restoration.
• Act as the central point of coordination during major incidents, engaging technical teams, vendors, and business stakeholders to ensure timely resolution.
• Facilitate incident bridge calls, document key decisions, assign action items, and provide regular status updates to stakeholders and leadership.
• Ensure major incidents are managed in accordance with established policies, procedures, and service level objectives.
• Coordinate post-incident reviews (PIRs), document root causes, identify corrective actions, and track follow-up activities to completion.
• Identify trends and recurring issues and recommend improvements to reduce incident frequency and business impact.

Problem Management

• Support the organization's Problem Management process by identifying recurring incidents and trends that require investigation.
• Coordinate problem investigations with technical teams to identify root causes and develop permanent corrective actions.
• Maintain problem records, track known errors, and ensure appropriate documentation is captured within ServiceNow.
• Monitor corrective and preventive actions through completion and verify that identified improvements effectively reduce recurring incidents.
• Analyze incident and problem data to identify opportunities for service improvement and operational stability.

IT Service Management

• Support the day-to-day execution of Incident Management and Request Fulfillment processes.
• Monitor incident queues to ensure tickets are appropriately prioritized, assigned, and resolved within established service levels.
• Ensure incidents are properly categorized, documented, and escalated according to ITSM procedures.
• Develop and maintain process documentation, knowledge articles, and operational procedures.

ServiceNow Administration & Support

• Utilize ServiceNow as the primary platform for incident tracking, communication, reporting, and workflow management.
• Assist IT teams in the effective use of ServiceNow Incident Management capabilities and promote adherence to ITSM processes.
• Support reporting, dashboards, and process metrics used to measure operational performance and service quality.
• Collaborate with ServiceNow administrators to recommend workflow enhancements and process improvements.

Operational Readiness & Continuous Improvement

• Monitor operational environments and proactively identify potential service disruptions or recurring operational risks.
• Partner with Infrastructure, Applications, Service Desk, Security, and other IT teams to improve incident response effectiveness.
• Support continuous improvement initiatives by analyzing incident trends, service metrics, and operational performance.
• Promote ITIL best practices and assist with process education across IT teams.

On-Call & Incident Support

• Participate in an on-call/standby rotation to provide after-hours, weekend, and holiday support for major incidents and critical service disruptions.
• Respond rapidly to critical incidents, coordinating technical resources to restore services as quickly as possible.
• Maintain accurate communications with leadership and stakeholders throughout incident lifecycles during both business and non-business hours.

What You Bring to the Role (Job Qualifications / Education / Skills / Requirements / Capabilities)

• Bachelor's degree in Information Technology, Computer Science, Business Information Systems, or a related field, or equivalent work experience.
• 3–5 years of experience in IT Operations, Service Desk, IT Service Management, Incident Management, or Problem Management.
• Experience coordinating or supporting Major Incident Management processes in an enterprise environment.
• Hands-on experience with ServiceNow ITSM or a comparable ITSM platform.
• Strong understanding of ITIL Incident Management and Problem Management principles.
• Excellent communication, facilitation, and stakeholder management skills, particularly during high-pressure situations.
• Strong analytical, organizational, and problem-solving abilities.

Competencies Desired

• ITIL Foundation certification.
• Experience leading Major Incident bridge calls and post-incident reviews.
• Experience facilitating root cause analysis (RCA) and Problem Management activities.
• Experience developing operational dashboards, KPIs, and incident reporting.
• Familiarity with Agile methodologies and continuous improvement practices.

Working Conditions / Physical Requirements / Travel Requirements

• Working Conditions / Physical Requirements: work from home
• Travel Requirements: none

Valvoline Global is an equal opportunity employer. We are dedicated to fostering an environment where every individual feels valued, respected, and empowered to contribute their unique perspectives and skills. We strictly prohibit discrimination and harassment of any kind, regardless of race, color, religion, age, sex, national origin, disability, genetics, veteran status, sexual orientation, gender identity, or any other legally protected characteristic.

We are committed to ensuring accessibility throughout our recruitment process. If you require a reasonable accommodation to participate in any stage of the recruitment or selection process, please contact us at:.

•    Email: Valvolineglobalcareers@valvolineglobal.com

This contact information is solely for accommodation requests. For inquiries about application status, please use the appropriate channels listed in your application materials.

Are You Ready to Make an Impact?

At Valvoline Global, we’re looking for passionate and talented individuals to join our journey of innovation and excellence. Are you ready to shape the future with us? Apply today.

Requisition ID: 2524