Incident & ITIL Analyst (Hyderabad)

CREATIVITY IS OUR SUPERPOWER. Its our heritage and its also our future. Because we dont just make toys. We create creative products and experiences that inspire fans, entertain audiences and develop children through play. Mattel is at its best when every member of our team feels respected, included, and heardwhen everyone can show up as themselves and do their best work every day. We value and share an infinite range of ideas and voices that evolve and broaden our perspectives with a reach that extends into all our brands, partners, and suppliers. Role Incident Manager & ITIL Analyst Location Hyderabad, India Expected Hours All shifts needed Team I&O; Technology Support Services ITSM Team Reports To Process Manager - Major Incident Role Overview The Incident Manager & ITIL Analyst is an operational role responsible for supporting Incident and Major Incident Management execution while assisting ITSM Process Managers across multiple ITIL disciplines. This role primarily supports the Major Incident Manager by initiating, maintaining, and coordinating incident bridges during major incidents, ensuring structured execution, accurate tracking, and timely communication. In addition to incident support, the role provides analytical and operational assistance across ITIL processes, including Incident, Problem, Change, Event, Request, Knowledge, and CMDB, helping ensure process adherence, data accuracy, reporting, and continuous improvement. The role works closely with cross-functional technical teams and ServiceNow platform teams to support operational needs, metrics, documentation, and process maturity. Key Responsibilities - Lead and manage incident bridges during major incidents, ensuring control and structured execution. - Drive incident bridge calls, ensuring accountability, decision-making, and effective stakeholder alignment. - Coordinate and facilitate incident bridge calls, ensuring structured execution and accountability. - Oversee incident timelines, .