Incident and Problem Analyst

ROLE PURPOSE

Deliver reliable ICT solutions and provide efficient support services and administration for IT Service Management and IT Helpdesk systems. Act as the custodian of all related processes, including documentation, to ensure information accessibility, operational efficiency, and improved organizational productivity.

PRINCIPAL ACCOUNTABILITIES (Key responsibilities and tasks that the role performs)

• Experienced in ServiceNow Incident and Problem Management modules.

• Perform frontline customer service by providing standard IT services to the Bank's users, including management, tracking, resolution, and reporting of IT incidents/problems and service requests. Ensure service level agreements (SLAs) are adhered to and regularly reviewed for service excellence.

• Serve as backup for the Incident Manager, with the ability to review Incident Reports (IR) and identify improvements after Root Cause Analysis (RCA) has been completed.

• Prepare monthly reports and dashboards for top management updates and act as Secretariat for the Problem Management Review Committee (PMRC).

• Enhance user awareness and productivity through regular ICT technology updates and knowledge sharing, collaborating with internal stakeholders for timely implementation of end-user ICT solutions. 

NATURE OF ACCOUNTABILITIES AND COMPETENCIES

Technical Competencies

• Emerging Technology

• IT Systems and Technology

• IT System Support and Maintenance

• IT Project Management

• Procedure, Systems and Methods Critical Success Factor

• Ability to engage with technical teams and users to understand issues, analyse situations, and take appropriate actions to manage incidents and problems.

• Ability to communicate updates and progress to stakeholders and escalate to higher management when required.

• Ability to coordinate and manage war rooms for high-severity incidents to ensure faster resolution.