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IT Incident Management Specialist
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**Responsibilities**
- Assess and triage incidents and threats
- Point of contact for all major incident incidents to manage and track incidents from opening to closure
- Respond to a reported incident, identify the cause and initiate the incident management process
- Oversee incident management process, team members and stakeholders involved in resolving the incident
- Provide guidance on Incident Management process to 24x7 Operations Team
- Perform SOP and ensure the Incident Management process is being followed at a high level of quality and meet its associated Service Level Agreements or Operational Level Agreements
- Ensure timely notification and escalation to management and stakeholders as well as ensure that the right level of attention is being accorded
- Escalate issues in a timely and appropriate manner
- Investigate incidents and draft reports
- Drive the Post-Mortem Incident Review following the P1 major Incidents
- Proactively identify issues through incident and problem trending analysis and assist in workaround resolution when required
- Improve Mean Time To Detect (MTTD)/Mean Time To Repair (MTTR) of incident life cycles through active process monitoring & automation
- Assist in preventing reoccurrence of alerts and incidents
- Enhance operational productivity through process automation
- Establish and maintain a strong working relationship with the Line of Business to align the tender specification requirement and meet the defined incident SLA
- Conduct Incident Management awareness programme to Teams
**Requirements**:
- At least a Diploma
- 5 years in IT field with at least 4 years in incident management
- Knowledge in IT Service Management and ITIL
- Knowledge of incident management through achivement of industry certification
- Good communication skills - both spoken and written
- Proficient in working with MS Office Tools such as MS Power Point, MS Words and MS Excel and prepare presentation decks for Management Team
**Preferred Requirements**
- Working experience in Government SOE environment
- Hands-on knowledge in incident management while supervising a team
