Systems Analyst

Date: Nov 13, 2023

Location: San Juan, PR

Company: Popular

At Popular, we offer a wide variety of services and financial solutions to serve our communities in Puerto Rico, United States & Virgin Islands. As employees, we are dedicated to making our customers dreams come true by offering financial solutions in each stage of their life. Our extensive trajectory demonstrates the resiliency and determination of our employees to innovate, reach for the right solutions and strongly support the communities we serve; therefore, we value their diverse skills, experiences and backgrounds.


Are you ready for a rewarding career?

Over 8,000 people in Puerto Rico, United States and Virgin Islands work at Popular.

Come and join our community!

Job Type

Full-Time (Hybrid)


General Description

Incident analyst registers categorizes, prioritizes incidents, and performs investigations to resolve and restore the services. Oversees and leads tasks to ensure prompt resolution of escalated issues.


Essential Duties and Responsibilities

  • Analyze, classify, and prioritize incidents.
  • Incident investigation and diagnosis (including resolution where possible).
  • Coordinating and driving technical incident resolution with operations, service engineering, development teams, and vendors.
  • Rerouting misdirected incidents that have not been managed in a timely manner.
  • Real-time and continuous follow-up with support teams for incident resolution.
  • Assist business units with identifying the impact of incidents.
  • Detection of potential problems and assignment of issues to raise problem records.
  • Participation in audit activities related to the incident management process.
  • Ensures each incident is analyzed and diagnosed and the root cause is found.
  • Ensures communication with all BU and Operational Teams affected.
  • Communicate/escalate all high-priority incidents ensuring that the communication process follows the incident management process.
  • Ensure all agreed-on operation policies and procedures are followed while championing the incident management process.
  • Responsible for driving troubleshooting and recovery efforts with confidence, reducing time to repair major and crisis outages.


Other Qualifications

  • Contribute to improvement plans regularly, contributing ideas and supporting any identified improvement initiatives ensuring that contributions are documented and progressed.
  • Meet with change, release, and deployment management teams to understand new releases.
  • Gets meetings with security, availability management, and capacity management teams to discuss security, availability, and capacity issues.
  • Gets involved in meetings with the information security team and fraud management teams to discuss incidents/issues concerning security and fraud issues.
  • Monitoring of alerts/tickets and taking actions necessary to meet SLA targets.



  • Accountability
  • Analytical Discipline
  • Business Excellence
  • Change Agent
  • Character
  • Collaboration & Teamwork
  • Customer Centric
  • Self-Development


Important: The candidate must provide evidence of academic preparation or courses related to the job posting, if necessary.


If you have a disability and need assistance with the application process, please contact us This email inbox is monitored for such types of requests only. All information you provide will be kept confidential and will be used only to the extent required to provide needed exemptions or reasonable accommodations. Any other correspondence will not receive a response.


As Puerto Rico’s leading financial institution, we reaffirm our commitment to always offer essential financial services and solutions for our customers, including during emergency situations and/or natural disasters. Popular’s employees are considered essential workers, whose role is critical in the continuity of these important services even under such circumstances. By applying to this position, you acknowledge that Popular may require your services during and immediately after any such events.


If you are a California resident, please click here to learn more about your privacy rights.




Popular is an Equal Opportunity Employer

Learn more about us at and keep updated with our latest job postings at

Connect with us!

LinkedIn |   Facebook   |   Twitter   |   Instagram