Incident Management Analyst, Group Technology

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Overview:

Supports the service delivery of the information and technology (IT) services and working with teams within the IT Department together with establishing relationships with staffs within the bank, other entities within the group and external parties/vendors, to provide services with a high degree of commitment and timeliness in meeting established performance standards and user satisfaction.

The incumbent shall ensure that staffs/users benefit from his/her expertise through the services, advices and recommendation. The Incident Management Analyst primary responsibility is to coordinate/record major and significant impact incidents with relevant support team. To also be able to assist IT Service Management in day to day operations. The incumbent must also at all times be helpful, courteous and tactful when dealing with high level profiles. The candidate must be of at least 2-3 years experience in IT/Service Management.

Responsibilities:

• Coordinate and restore a failed IT Service as quickly as possible

• Determines if an incident needs to be escalated according to priority and severity of the issue.

• Escalate unresolved incidents/escalation with support

• Point of contact for major/significant impact Incidents

• Responsible to carry out the respective reporting procedure as per the Incident Management procedure.

• Perform incident trending analysis and reporting for management

• Understand the issue and record all the possible improvement areas, action items.

• Supports services documentation and service improvements initiatives ensuring information is being updated/fulfilled timely with adequate analysis, controlled and information of these documents are available when needed.

Skills & Experience We Are Looking For:

• Min Diploma in Computer Science or related field.

• 2-3 Year working experience in IT field

• Knowledge in Microsoft Office on reporting analytics and presentations.

• Good verbal, written communication skills and the ability to work independently with minimal supervision.

• Knowledge in Networking, application MySQL, Unix and Wintel.

• ITIL Foundation certified.

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