Incident Manager & ITIL Analyst(Analyst IT Operations)

CREATIVITY IS OUR SUPERPOWER. It’s our heritage and it’s also our future. Because we don’t just make toys. We create innovative 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 heard—when 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.

The Team:

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 

• Support the Major Incident Manager by initiating, managing, and maintaining incident bridges as required. 

• Coordinate and facilitate incident bridge calls, ensuring structured execution and accountability. 

• Maintain structured bridge facilitation, clear accountability, and disciplined execution. 

• Ensure timely, accurate incident communications via ServiceNow, Microsoft Teams, email, and SMS as required. 

• Track incident timelines, actions, and outcomes during major incidents. 

• Assist with post-incident activities, including documentation, reporting, and follow-up actions. 

• Support day-to-day Incident Management activities and lower-tier incident processes. 

• Assist ITSM Process Managers across Incident, Problem, Change, Event, Request, Knowledge, and CMDB processes when not maintaining bridge operations. 

• Ensure ITIL process adherence, data quality, and documentation standards are followed. 

• Support reporting, KPI tracking, and SLA monitoring across ITSM processes. 

• Identify process gaps, trends, and improvement opportunities and escalate as appropriate. 

• Support audit, compliance, and artifact collection activities when required. 

• Participate in a 24x7 on-call or rotation model to support major incident bridge coverage. 

• Review performance dashboard, analytics and trends for potential environment impacts. 

Required Knowledge & Skills 

• Strong working knowledge of Incident Management and Major Incident Management practices. 

• Working knowledge of ITIL-based IT Service Management processes. 

• Hands-on experience with ServiceNow ITSM modules, including Incident, Major Incident, and reporting. 

• Ability to manage incident bridges in high-pressure environments. 

• Strong organizational and multitasking skills. 

• Excellent English communication skills, both written and verbal. 

• Strong analytical and problem-solving skills. 

• Ability to work effectively across multiple teams and functions. 

Qualifications 

• Bachelor’s degree in Information Technology, Computer Science, or related field, or equivalent practical experience. 

• 4+ years of experience in IT Service Management or related operational IT roles. 

• 4+ years of hands-on experience working with the ServiceNow platform. 

• 3+ years of experience supporting major or managing incident bridge coordination and communications 

• Experience supporting Incident or Major Incident Management activities. 

• ITIL v3 Foundation or ITIL v4 certification required. 

Preferred Qualifications & Skills 

• Knowledge of SIAM, CFS, or enterprise service delivery models. 

• Experience with ITSM reporting, dashboards, and metrics tracking. 

• Exposure to AI-driven ITSM capabilities, automation, or AIOps. 

• Experience working with ServiceNow reporting or Performance Analytics. 

• Experience supporting multiple ITIL process areas in a cross-functional capacity. 

• Experience with other dashboard environments such Grafana, or ServiceNow. 

What We’re Looking For: 

• Demonstrated a growth mindset by staying curious and continuously learning, embracing challenges, and improving themselves.
   

Don’t meet every single requirement? At Mattel, we are dedicated to an inclusive workplace and a culture of belonging. If you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we still encourage you to apply. You may be just the right candidate for this or other roles.

How We Work:
We are a purpose driven company aiming to empower generations to explore the wonder of childhood and reach their full potential. We live up to our purpose employing the following behaviors:

• We collaborate: Being a part of Mattel means being part of one team with shared values and common goals. Every person counts and working closely together always brings better results. Partnership is our process and our collective capabilities is our superpower.
• We innovate: At Mattel we always aim to find new and better ways to create innovative products and experiences. No matter where you work in the organization, you can always make a difference and have real impact. We welcome new ideas and value new initiatives that challenge conventional thinking.
• We execute: We are a performance-driven company. We strive for excellence and are focused on pursuing best-in-class outcomes. We believe in accountability and ownership and know that our people are at their best when they are empowered to create and deliver results.

Our Approach to Flexible Work:
We embrace a flexible work model designed to empower a culture of growth, optimism, and wellbeing, where every employee can reach their full potential. Combining purposeful in-person collaboration with flexibility, our focus is to optimize performance and drive connection for moments that matter.

Who We Are:
Mattel is a leading global toy and family entertainment company and owner of one of the most iconic brand portfolios in the world. We engage consumers and fans through our franchise brands, including Barbie, Hot Wheels, Fisher-Price, American Girl, Thomas & Friends, UNO, Masters of the Universe, Matchbox, Monster High, MEGA and Polly Pocket, as well as other popular properties that we own or license in partnership with global entertainment companies. Our offerings include toys, content, consumer products, digital and live experiences. Our products are sold in collaboration with the world’s leading retail and ecommerce companies. Since its founding in 1945, Mattel is proud to be a trusted partner in empowering generations to explore the wonder of childhood and reach their full potential.

Mattel’s award-winning workplace culture has been recognized by Forbes, Fast Company, Newsweek, Great Place to Work, TIME, and more.

Visit us at https://jobs.mattel.com/ and www.instagram.com/MattelCareers.

Mattel is an Equal Opportunity Employer where we want you to bring your authentic self to work every day. We welcome all job seekers, and all applicants will receive consideration for employment.

Videos to watch:
The Culture at Mattel
Corporate Philanthropy