DUTIES AND RESPONSIBILITIES

Job Scope

The position is responsible for ensuring the stability and reliability of IT services by managing incidents and changes implementation in a controlled manner. This role requires strong analytical skills in reviewing the post-incident follow-up and pre-change implementation, adherence to ITIL best practices, and collaboration with cross-functional teams to minimize operation disruption to business and services and maintain compliance with internal processes and procedures and external industrial standards.

Key Responsibilities

• Incident Management

  • Manage IT system and infrastructure incidents within agreed KPIs and SLAs.

  • Co-work with internal owner for incident report, root cause analysis and implement of preventive and improvement measures.

  • Communicate effectively with stakeholders during major incidents.

  • Host Incident Review Board for critical incident follow-up and lesson learnt.

• Change Management

  • Manage IT system and infrastructure change requests within agreed KPIs and SLAs.

  • Monitor and review all change requests with proper governance and approval.

  • Maintain accurate documentation for all change requests.

  • Host Change Advisory Board for critical change request review and approval.

• Continuous Improvement

  • Conduct post-incident and post-change reviews and identify improvement opportunities.

  • Contribute to process optimization and automation initiatives.

• Compliance & Reporting

  • Adhere to ITIL framework and organizational security standards.

  • Prepare incident and change reports for management review. 

Job Requirements

• Bachelor’s degree in IT, Computer Science, or related field.

• 8+ years of experience in IT operations, incident, or change management.

• Experience with ITSM tools (e.g., ServiceNow, Remedy).

• Strong knowledge of ITIL processes.

• Proficiency in root cause analysis and change implementation plan.

• Familiarity with network & cloud platforms and infrastructure.

• Certifications: ITIL Foundation, CCNA, JNCIA or relevant.

• Excellent communication and stakeholder management skills.