Associate Systems Engineer - Change / Incident Management (SRM)

Role & Responsibilities

• Solid understanding of IT infrastructure, have in-depth knowledge of observability and experience in querying IT operations logs & metric to gather IT infrastructure operational insights. Facilitate incident resolution calls, establish strong command & control during incidents and able to lead and collaborate effectively with diverse teams to manage complex situations. 
• 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.
• Conduct CAB meeting to review change to identify possible risk and impact, working together with SME to mitigate when necessary.