Associate Systems Engineer / Assistant Manager - Change / Incident Management (SRM) (Ref 26261)

Responsibilities • Solid understanding of IT infrastructure, systems, and relevant tools for monitoring and troubleshooting. Ability to diagnose technical issues, formulate theories, and make informed decisions under pressure.  • Facilitate incident resolution calls, establish strong command & control during incidents and able to lead and collaborate effectively with diverse teams to manage complex situations. Coordinate with various teams to efficiently manage incidents and delegating roles and responsibilities to technical leads and subject matter experts to ensure action items are prioritized and completed. • Ability to communicate well and manage highly stressful situations during the Incident. Strong written and verbal communication skills for clear, timely updates to various audiences. Ensure timely and consistent communication with stakeholders, senior management and affected users regarding incident status and progress. • Maintain detailed incident / problem records, identify root causes / trends, and participate in Post-mortem (Root cause analysis) process to ensure no repeat of any technology incidents with known root cause and drive continuous improvement of service levels through identification of problem trends and causes which impact the delivery of production services. Presenting of RCA in various forums within the organisations. • Maintain detailed incident / problem raecords, identify root causes / trends, and implement long-term solutions and preventative measures through continuous service improvement in accordance with ITIL processes. Able to do reporting in term of dashboard. • Apply a structured methodology and lead change management activities, reviewing change requests to ensure compliance with the existing change management process. Conduct impact analyses, assess change readiness, and identify key stakeholders. Analyse trending of service and change request regularly to identify areas of improvements such as automation where possible. Requirements • Bachelor's degree or equivalent in Information Technology or related field. • Minimum 5 years of experience in incident management roles, preferably 3+ years of experience in major incident management, site reliability engineering • Good understanding of governance framework and work in compliance and SOP.  • Expert-level knowledge of ITIL best practices, ITIL Foundation certification required; ITIL v4 Foundation, ITIL Intermediate or Expert is preferred. • Good understanding of Service Desk Operations, Escalation Management, Incident management, Stakeholder Management experience including different (e.g. ServiceNow, JIRA) ticketing tools knowledge. • Excellent managerial skills and ability to collaborate with team members to work with people at all levels of the organization, ability to multi-task and prioritize with great attention to detail. • Demonstrates Command, Control and Confidence in situations naturally. Strong in analytical, decision-making, problem-solving abilities under pressure, prioritize and multitask effectively. • Excellent communication, problem-solving skills and interpersonal skills to foster collaboration across teams Licence no: 12C6060