Incident Management Analyst

The position is primarily responsible for identifying, analyzing, and resolving incidents to ensure timely resolution and minimize impact on business operations.

Job Responsibilities

• Logs incidents reported by users and automated systems.
• Analyzes registered error and identifies the root cause. Assesses the incident and coordinates effort to mitigate the impact to business function.
• Collaborates with IT units to facilitate quick resolution of incidents.
• Provides updates to stakeholders regarding incident status and resolution progress
• Maintains accurate documentation of incidents, including descriptions, resolutions, and follow-up actions.
• Identifies opportunities for process improvements within the incident management framework.
• Ensures problem management practices are aligned with ITIL standards and organizational governance frameworks.
  
  

Job Qualifications

• Graduate of Computer-related, Engineering or Math-related courses
• At least 1 year of work-related experience in IT service management, incident management, IT operations, or technical helpdesk
• Knowledgeable of IT systems and network
• Strong analytical, problem-solving, coordination and communication skills